Last week we heard that “only a third of UK hospitality businesses are optimistic about their future due to high energy prices and rising food costs”. We know how tough it is out there right now, but on the flip side, we asked our team what they felt the sector can be optimistic about right now.
Despite the challenges posed by rising energy costs, people are still willing to travel and dine out – particularly with businesses that have clearly shifted their focus to creating great customer experiences. The demand for operators to go above and beyond to provide memorable and enjoyable experiences for their customers is evident. So, in addition to offering excellent food and service, they have to focus on creating welcoming, warm and inviting spaces that keep customers coming back for more.
Customer experience is not just about the physical aspects though. It’s also about the emotional connection with customers. This means making sure that your customers feel valued and appreciated, which is often as simple as getting to know customers and their preferences and tailoring your offer accordingly – something the best local pubs and restaurants do brilliantly.
Marketing activity like loyalty programs and personalised emails are a great way of getting people through the door but it’s the operational side that will bring them back in by greeting customers well and giving them a positive experience from start to finish. We all know a positive experience can go a long way in this industry, as customers are more likely to return to businesses that they feel good about.
Ryan Tallent-Moore, Senior Brand Designer