The Total Customer Experience

The primary objective for any food service establishment is to attract customers, generate sales and to make a profit. The problem is how you do this when there is so much competition out there?

Food service establishments need to decide, do they focus on profit at the expense of the customer or focus on the customer. This is a delicate balance to keep.

If the customer receives poor service and food they will surely not return, cutting costs at the expense of the customer can be a dangerous strategy to increase profits.

The main objective of a food establishment should be on creating a customer experience that is exceptional, that meets the needs of the market or customer, is aligned to the brand, and generates a profit for the owner.

What is the total experience?

The total customer experience in a restaurant is a combination of service, food quality, menu variety, ambiance / atmosphere, and cleanliness.

Activity

Visit the social media site (e.g. Facebook) of a popular restaurant in your area, what are the customers saying? How are they engaging with the brand? What are they saying about the total customer experience?

Please share your findings with other learners in the comments section below.