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www.amyfoxwell.com Win Win Marketing Written by Teresa Pabst +33 6 45 86 92 86 www.amyfoxwell.com How To Use Review Sites to Grow Your Restaurant Business Or How your customers answer: Where will I dine tonight?

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Page 1: Amyfoxwell  how to use restaurant review sites final

Win Win Marketing

Written by Teresa Pabst +33 6 45 86 92 86

www.amyfoxwell.com

How To Use Review Sites to Grow Your Restaurant Business

Or

How your customers answer:Where will I dine tonight?

Page 3: Amyfoxwell  how to use restaurant review sites final

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Today’s Agenda

1. Understand how your customer makes decisions

2. Consider the technology that is involved3. Discuss the importance of trust4. What actions you can take now

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Before the internet decision-making was fairly straight forward with a reliance on editorial resources

With the internet a post-purchase phase has developed and now customers can help promote your restaurant

Decisions, Decisions

PRE-INTERNET CURRENT

Awareness

Consideration (consumer advocates)

Purchase

Enjoyment

Advocate

Awareness

Consideration (editorial)

Purchase

Page 5: Amyfoxwell  how to use restaurant review sites final

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Back to Restaurant Marketing Basics

It all begins with the experience a customer has at your restaurant

This current customer then shares his experience with others

Based on this current customer’s comments and how much he is trusted, your potential customers may decide to eat at your restaurant

It all comes down to good food, good service

Food & Service Experience

Experience Shared by

Actual Customer

Experience Communicated

by Potential Customers

New Customers Decide if want to Experience

Page 6: Amyfoxwell  how to use restaurant review sites final

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Trust, A Critical Success Factor for your Restaurant

Trust builds customer loyalty for your restaurant.

This loyalty inspires advocates.

Advocates positively promote your restaurant.

Ultimately your restaurant sales increase.

In other words, your current customers are

influencing your potential customers…

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Com

munic

ati

on R

each

Tech Evolution for Restaurants

…and technology has not only amplified but also accelerated their voice.

Computers • Email

exchange• Internet

search

Social Networks• Friends &

family• Friends of

Friends

Web-enabled Phones• Trusted

communities for specific topics

Technological Evolution

Page 8: Amyfoxwell  how to use restaurant review sites final

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So how

can you

build trust in this

new world?

Page 9: Amyfoxwell  how to use restaurant review sites final

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Your customers are now everywhere and have information about your restaurant at their finger tips

Make sure it’s easy for customers to get the information when, where and how they want it

Look at your restaurant’s website on every digital format you can think of: • A desktop & laptop • An iPad• An Anroid phone• An iPhone….

If you cannot see it - fix it

1. Take a Digital Look at Yourself

Page 10: Amyfoxwell  how to use restaurant review sites final

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Activate your free restaurant account on the prominent customer review sites

To get you started try:• TripAdvisor• Yelp• Google Places• SuperPages

Be sure to include your restaurant overview and photos

2. Join Customer Review Sites

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3. Respond to every restaurant customer

Let your customers know that their opinions matter and respond to every comment made about your restaurant

It’s best to send responses privately to build trust with your customers

Only respond openly if it:• Corrects a mistruth about the restaurant• Demonstrates you have proactively

addressed a greater customer concern

These simple interactions will strengthen your relationship and encourage customer loyalty to your restaurant

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4. Set up Google Alerts

Reveals conversations you didn’t even know were being had about your restaurant

It’s easy to do:• Go to Google Alerts• Enter your customer name in the ‘search

query’ box• Select what you want to know, how often,

etc.• Provide an email address for results to be

sent

Be sure to promote the positive and address the negative

Page 13: Amyfoxwell  how to use restaurant review sites final

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Remember…

Good food and service are most important to your customer

Your potential restaurant customers listen to your current customers

The growth of social networks allows your customers’ opinions to be heard far and wide

Web-enabled phones allow all customers to make real-time decisions about where to eat

Page 14: Amyfoxwell  how to use restaurant review sites final

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To discuss a complete marketing plan for your restaurant

, please contact us at:

[email protected] or on

+33 6 45 86 92 86www.amyfoxwell.com

How to Reach us