Restaurant Guest Personalization Case Study

1
Intelligent Personalization
for a Restaurant’s Guest
Experience
105
CASE STUDY

2
Vintage Eatery - a restaurant situated in North Adelaide tied
up with emojot to provide intelligent personalization for guests
throughout their customer journey.The restaurant which
began in 1837 offers the best steak in town.It is considered a
must-visit thanks to its extensive menu,nostalgic charm and
rustic appeal.
Client Overview
[ ]1

3
Although the restaurant focused on attracting first-time guests,
they felt that most of their business came from repeat guests.
However,they were unable to understand what aspect of the
restaurant interested their first-time guests to keep coming
back more frequently.In addition to that,they struggled to
roll-out a mechanism to incentivize their existing employees to
increase their productivity.
With the unavailability of a process to understand their
customer’s journey,the restaurant faced difficulty in obtaining
their first-time guests contact details,keeping in touch with
them and implementing a loyalty programme.Additionally,the
unavailability of a process to incentivize employees led to lower
service levels and decreased efficiency.
The Challenge
[ ]2

Keeping the restaurant’s challenge in mind,Emojot rolled out
their voice-of-customer platform with built-in personalization
and loyalty via their clientele feature.Real-time customer
insights generated from this platform not only helped them
analyze each individual customer’s journey,but also helped
incentivize employees and increase their productivity levels
via gamification.
[ ]3Emojot
Helped
HOW
4

☻☻ Saas Platform
☻☻ Nextgen VoX solution focused on
emotional engagement
☻☻ Interactive,software-based
emotion sensors
☻☻ Dynamic emotion sensors that use
emojis
☻☻ Sensors that can be shared on
embedded on any channel for
omni-channel CX engagement
☻☻ Sensors with real-time reach back
capability
☻☻ Personalization.Gamification.
☻☻ Real-time alerts.
☻☻ Touchpoint portal with CRM
☻☻ Real-time analytic dashboards
☻☻ Live screen analytic views
The Solution.
☻☻ Live screen analytic views
☻☻ Social analytics
☻☻ Infographic reports
☻☻ Loyalty program with rewards
☻☻ Audience polling and peoples’
choice awards
☻☻ Comments/questions with
crowdsourced up/down voting
☻☻ Video emotion sensors
☻☻ Proof-of-emote in Kiosk-mode
5

6
To understand it further,let’s take a look at a customer journey
that took place at Vintage Eatery to understand how it worked
on the Emojot platform.
How Does
It Really Work?
[ ]4
Meet Jessica,
She happens to be a total foodie and wants to try out
something new! So,she does her research on a couple
of restaurants she wants to try out.
While researching,she comes across Vintage Eatery,
looks up the restaurant’s location and decides to give it
a go!
++ +
Emojis
Big Data
Analytics
Machine
Learning

Jessica’s
Jessica visits Vintage
Eatery for the first time!
James,the server,gives
Jessica the menu.She
places the order.
James brings over the
food.Jessica is thrilled
and starts digging in.
While enjoying her meal,
Jessica notices the table
display.
She gets curious and
decides to visit the link
on the display.
She visits the link and looks
at the emotion sensor
created by emojot on behalf
of Vintage Eatery.
emojot.com
1st
Visit
7

8
Emojot in Action During
Jessica’s First Visit.
Anonymous
SIGN UP WITH OUR LOYALTY PROGRAM
TO HELP US SERVE YOU BETTER!
1.Select the Server
Next Clear
James Nick Jason Tom
V�ntage Eatery
Emojot’s gamification feature
empowers and incentivizes
servers at the restaurant.
8

9
Anonymous
2.How was your experience in locating our restaurant?
Next Clear
Very easy Okay Difficult
V�ntage Eatery
Back
9

10
Anonymous
3.How was your experience in finding parking?
Next Clear
Effortless Okay Stressful
V�ntage Eatery
Back
10

11
Anonymous
4.How do you feel about your dining experience today?
Next Clear
Fantastic Great OK Dissapointed Terrible
V�ntage Eatery
Back
11

12
Collection of loyalty data to
keep in touch with guests and
run loyalty programmes.
Anonymous
Submit Clear
Name
Telephone
Email
V�ntage Eatery
Back
12

13
15%DISCOUNT
DINE IN
The restaurant sends out
an e-mail to Jessica with
a 15% discount on her
next visit to the restaurant.
Jessica is thrilled and
re-visits Vintage
Eatery again!
While enjoying her meal,she
decides to re-visit the link on
the table display to see if
there are further offers she
might be eligible to.
Jessica’s 2nd
Visit
13

14
Emojot’s platform uses information
provided by Jessica during her
previous visit and personalizes the
platform accordingly.
Jessica
WELCOME BACK! PLEASE HELP US GIVE
YOU AN AWESOME EXPERIENCE!
1.Select the Server
Next Clear
V�ntage Eatery
Jessica’s Second Visit.
14

15
2.What did you like the most about our restaurant?
Next Clear
Food Seating Service
V�ntage Eatery
Back
Jessica
Ambiance
15

16
3.Will you recommend us to a friend or relative?
Next Clear
V�ntage Eatery
Back
Jessica
Most Likely
(9 - 10)
Somewhat Likely
(7 - 8)
Not Sure
(5 - 6)
Not Likely
(3 - 4)
Definitely Not
(1 - 2)
16

17
4.You are a...
Next Clear
V�ntage Eatery
Back
Jessica
Male Female
17

18
During Jessica’s 2nd
visit, the
restaurant gets further information
which can be very useful to identify
which gender/age category of people
frequently visit the restaurant.
5.Your age is...
Next Clear
V�ntage Eatery
Back
Jessica
Kid Millennial Gen X Boomer Silent &
Greatness
Under
16
16 - 34 35 - 54 55 - 69 70+
18

19
It’s Women’s Day and
Jessica receives an SMS to
her mobile saying that she’s
eligible for a 20% discount
at Vintage Eatery!
She’s thrilled! She visits the
restaurant and provides her
feedback yet,once again,by
accessing the link via her
mobile phone.
20%DISCOUNT
WOMEN’S DAY
Jessica’s 3rd
Visit
19

20
Jessica
1.Select the Server
Next Clear
V�ntage Eatery
Jessica’s Third Visit.
20

21
2.How do we meet your expectation as a restaurant?
Next Clear
Quality of
Food
Quality of
Parking
Quality of
Service
V�ntage Eatery
Back
Jessica
Quality of
Ambiance
21

22
3.Will you recommend us to a friend or relative?
Next Clear
V�ntage Eatery
Back
Jessica
Fantastic Chilled-Out Amazing Food Affordable
22

23
Increased Customer Engagement: The ability to get instant
customer feedback on the guests’ service experiences via the
voice-of-customer platform enabled the restaurant to build
close emotional connections with their guests and personalize
the customer experience better than ever before.
Improved Customer Service: Creating a close emotional
connection with their guests enabled Vintage Eatery to
understand them,exploit their emotion triggers and improve
service levels by 8% - 12% whenever they kept re-visiting the
restaurant.
Empowered Employees: Using this platform helped
incentivize the restaurant’s servers via gamification and
resulted in increased levels of productivity and efficiencies by
8% - 10%.
Increased Brand Loyalty and Referral: Vintage Eatery’s
improved customer service levels and increased productivity
and efficiencies of the servers enabled customers to re-visit
the restaurant.This resulted in an increase in brand loyalty and
referral,which is exactly what the restaurant was looking for.
[ ]5Benefits
of
REAPING THE
Intelligent
Personalization
23

www.emojot.com
USA
130 E San Fernando St
#154, San Jose, CA 95112
Phone: +1 650 653 1086
AUSTRALIA
518 Fullarton Rd, Netherby,
SA 5062
Phone: +61 466 308 435
SRI LANKA
123 Bauddaloka Mw,
Second Floor, Colombo 4
Phone: +94 11 744 4131
info@emojot.com

Restaurant Guest Personalization Case Study

Recommended

Recommended

More Related Content

Recently uploaded

Recently uploaded (20)

Featured

Featured (20)

Restaurant Guest Personalization Case Study