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Yo! Sushi is rolling out an experience hub in its 70 restaurants in the UK in a push to serve up actionable and tactical changes it can make to the customer experience.
It represents a major shift from the restaurant’s previous model which prevented marketers and managers from accessing customer feedback data in real-time.
The transition is in the final stages with the restaurant looking to make its dining experience, whereby chefs prep food in front of diners and their dishes are delivered by conveyor belt, a bigger part of its communications strategy.
Customers are encouraged to describe their experiences on an online form via their smartphones in exchange for entry into a prize draw. The insights are then collated by a system, developed by InMoment, formerly Empathica, the business says will steer the in-store marketing and customer experience in all its restaurants. Employees can access the feedback from tills, mobile devices and desktops. read more »