As much as Yelp, Facebook, Google+ and other sites that provide open forums for customers to rate their restaurant experience can have negative effects on a business’s reputation, these social media platforms are also a hugely important form of marketing – and one that can be both cost-effective and immensely successful.
Restaurants often struggle with managing their online reputation on these websites, in large part because they have no way to connect with vocally negative customers until the damage has already been done, or any plan to ensure positive experiences are broadcast across social media. But what if there were a way to reach out to both happy and dissatisfied customers alike, in order to mitigate any harm done through negative online reviews and leverage the voices of those who thoroughly enjoyed their experience?
With the new Customer Voice software by NCR, restaurants can make use of existing loyalty programs to reach out to customers in a variety of ways, ensuring that unhappy regular customers feel their concerns were properly addressed, while loyal, satisfied guests receive a gesture of gratitude and an opportunity to share their experience.
Elicit Confidential Customer Opinions to Gauge Profit Impact on Bottom Lines
Through the Aloha Loyalty, Online Ordering or Aloha POS receipt functionalities, business owners can use the Customer Voice system to reach out to frequent customers with surveys gauging their satisfaction with the service they’ve received. By providing a survey based on the Net Promoter Score (“On a scale of 1-10, how likely would you be to recommend this product to a friend?”), this system allows customers to confidentially provide feedback about their experience, whether positive or negative.
This information can in turn be used to target areas of improvement based on issues specifically outlined by clientele. With the Operating Unit Task pad, businesses can view exactly how much profit may be at risk from negative reviews by previously loyal customers, as well as suggestions on how to follow-up to mitigate damage.
Leverage Social Media Channels with Referrals from Satisfied Customers
With Customer Voice, recipients of surveys choose a number between 1 and 10 to best describe their experience at the restaurant they’ve visited, along with optional “additional comments” sections that can reflect their sentiments. Customer Voice auto-selects responses rating a restaurant either 9 or 10 on this scale, and provides these happy guests with the ability to share their survey on a social media platform, such as Facebook. Restaurants also have the ability to incentivize the social media “share” with a free or discounted item, or promo attached to the posting.
Mitigate Damage to your Online Reputation
Responses of less than 9 on the survey will red-flag a loyal customer as dissatisfied, which can serve two purposes for a restaurant. First, reaching out to address serious issues – whether through email, a personal phone call or another method of contact – can help stave off negative reviews visible on popular publically-visible websites, such as Yelp. Second, the ability to save frequent customers that may otherwise been lost can greatly improve profits, in the aggregate.
With Customer Voice software, small independent businesses and large corporations alike will find a comprehensive, integrated technological solution to the problem of negative customer experiences, as well as an excellent way to use happy clients as a free means by which to grow business through online social media marketing. Visit the Customer Voice product page today to learn more about the many ways this innovative product can help your restaurant succeed!