Technology is reshaping everything about food service. Customers are savvy and knowledgeable due in a large part to easy access to information online. In order to deliver quality customer service, restaurants must understand consumer needs. While striving to provide lower prices, aspects of customer service such as staff training have been cut, but the human factor is still the most important piece of the brand loyalty puzzle.
Communication means a great deal, both from trained staff that interact with customers directly and the communication that takes place via channels like social media and email. Consumers form expectations of your brand based on their experience, and interaction with other people shapes that in a big way.
Customer experiences are shared online with a click of a button (or the tap of a tablet or smartphone). If a customer feels like the person they’re interacting with doesn’t know as much about the brand as they do, that’s going to send a message about your company. All the technology in the world cannot take the place of a well trained staff.
Read the full article here: How customers’ expectations define your brand