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

Employee Spotlight | May 14, 2013 Employee Spotlight 05/14/13

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 clubs also have the hidden benefit of minimizing the negative impact when guests experience a problem.

Customer Experience Update