Summary:

2. RE-DEFINE - CUSTOMER EXPERIENCE

  • Key points: Venue strategy, Customer experience, Digital distribution and online to offline experiences.

There’s no denying that customer behaviour and perspectives have shifted. Now more than ever will people be looking for comfort and escapism. As the social hubs for our community, we are well poised to provide this support if we adapt appropriately. The aim of this resource is to rethink and redefine the traditional restaurant/ cafe experience.

Quick Checklist:

  • Touchpoints

  • Comfort levels

  • Unique experiences

  • Safety first

  • Convenience

  • Keep it simple!

Messaging key points:

  1. Value matters
    Start by thinking about what value you offer to your customers. Are there ways for you to offer that value in a different format? Your menu design will be crucial and at a time of financial crisis, value for money ranks highly. 

  2. Exceed Expectations
    Detail is everything and delightful elements customers aren't expecting will add a lot of value and create talking points. Think about experiences people will want to share and generate some word of mouth. Read Time Out article on local hospitality operators getting creative.

  3. Amp up the Ambiance
    Walk through the process from the customer perspective, sit on their side of the counter and see what they see, hear, smell and touch and of course, taste! Consider your music choices, playlist - is it soothing or up-beat? Make sure you keep it on brand and consider your venue personality.

BrandWorks-Customer-Experience

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20% OFF – Snap La Trobe
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Key Resources

  • For up to date information on government restrictions, please refer the the DHHS.vic website.

  • Covid-19 RCA Best Practice Guidelines can be found here and for more useful resources please visit their website here.


Quick links

1. Time Out - Creative hospitality venues

2. Designing with the 5 Senses approach

3. Download the 5 Senses approach guide

4. Dome Dining - Toronto's hottest new trend

5. Greenhouse Dining

6. Restaurant & Catering Industry guide

2 episodes each week.

 

BrandWorks are a multi-disciplinary team committed to developing strategic design solutions for FMCGs, Hospitality, Commercial Property, and Fit-for-Purpose Retail Destinations. What makes us stand out from the crowd is that we’ve been there. From business management to ownership to operation, our experiences with and love for great design guides our process. Together, we’re building a global business community curated for success with innovative and intelligent design. Let’s bring the extraordinary to life.

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