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Articles, thoughts and news.

The more you visit this collection of constantly updating insights, blog entries and news articles, the more you can say you are in the know.

  • Do loyalty club members behave any differently than other guests when it comes to meal-time mistakes?

    No matter what you do inside your restaurants, problems will occur. And sometimes, those problems will linger in the minds of customers and cause them to not come back.

    But here’s the good news: Guests who are loyalty club members are half as likely to defect after they experience a problem than guests who aren’t part of the loyalty club. While the obvious reason to have loyalty programs is to incentivize guests to return, loyalty ...


  • Can the carry-out experience compare with dining in?

    It can—when key metrics are executed well. Taste and temperature of food are important for carry-out guests, but guests who are highly satisfied with these measures still aren’t as satisfied overall as dine-in guests.  

     However, if guests are also highly satisfied with accuracy, the carry-out experience can be just as satisfying overall as the dine-in experience. Clearly, accuracy is the key component to get right in the carry-out world, and restaurants should make sure ...


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