Ten Restaurant Group

• Occupancy To increase the occupancy of the restaurants and night clubs by locating and satisfying the ideal customers.

• ToolsBy operating our technologic platform we are able to implement diverse strategies and iniciatives oriented to increase the satisfaction and interaction with the customers, thus, achieving the occupancy increase.

Objectives

Players

Technologic

platform

Contact Center

Business rules & strategy

Social media

Customer

KPI’s

Players

1From: ProspectsPull & Push strategy:

FlyersReferencesSpecials

ReservationsComplain / congratulations line

In Bound

To:ProspectsInvitations:

SpecialsSocial eventsCommercial events

Reservation confirmation / reminder

Out Bound

3Reservation confirmation / reminderSpecials, promotions, courtesys, trívias.SMS & Facebook & Twitter

SMS & Chat

2

Live contact

Social media analyst

Channels Contact Center Social media KPI’s

Business rules & strategy

Interactions

Channels Contact Center Social media KPI’s

Business rules & strategy

How to play the game

Scenario

Restaurantsystem

SMS

KPI´s

To do

To do

KPI´s

Contact Center Prospect

Customer

SatisfiedUnsatisfied

CC SystemSocial Media

Hostess

KPI´s

Smart phones

E-Mailing

Mailing

Prospecting. Outbound

Restaurantsystem

SMS

KPI´s

To do

- Identify geografic zones of interest, offices nearby.- Prospecting though linked in according to the

zones.- Food or drinks specials.- Coorporate specials.- Conversion from prospecto to active customer.-Personalized welcome from the hostess.- Registration for virtual card (data base)- Reservation confirmation.

- Conversion rate from prospect to active customer- Reservations vs assistence- Billing history: Building customer profiles.

Customer care. Inbound

Restaurantsystem

SMS

KPI´s

To do

- Marketing campaigns response- Adds, Specials, Reservations, VIP guests,

referal attention,.- Attention to complaints or congratulations line

published on the menus or adds.- reservation confirmation, regular or express.- General info and canalization.

- Response to marketing campaigns.

- Reservations vs assistence

- Call flow- Service level and

abandonment

Social mediaMonitoring

Restaurantsystem

SMS

KPI´s

To Do

- Twitter, Facebook y Linkedin monitoring : followers, detractors. Evolution and volume.

- Follow up and problem solving for unsatisfied customers.

- Number of detractors found.

- Insatisfaction reasons.

- insatisfaction evolution.

- Media analysis.

Social mediaSpecials

Restaurantsystem

SMS

KPI´s

To do

- Public rewards and encouragement for possitive feedback and comments.

- Specials to followers.- SMS related specials.- Publication of:

- Specials, - Prices, - Rewards- Menus

- Specials response- Number of followers- Followers evolution- Followers profile and

preferences.

Social mediaAdministration

Restaurantsystem

SMS

KPI´s

To do

- Operation policies- Scripts - Specials- Special frequency / size - Budget

- Account administration:- Walls - Photos- Information - Blogs- Press releases - Notes- Official info. - Specials- Followers - Reward / loyalty program

administration

- Social media user bahaivior.

- Success rate per social media channel.

- Growth rate.

Social media

Restaurantsystem

SMS

KPI´s

To do

- Chek in rewards.- Tips rewards.- Foursquare related specials

- Number of users checking in.

- Number of check ins per user, frequency.

- Mayor identification.- number of tips.- Foursquare statistics.

Foursquare

Value added services

Restaurantsystem

SMS

KPI´s

To do- Coorporate service rules, lunch meetings, events.- Family events- Virtual loyalty card (database).

- Customer identification from hostess- Specials

- Chat- Information, confirmation, delivery , take out.

- Regular and express (VIP) reservations.- Special days

- Chat users- Frequent chat

subjects- Most demanded

services.- Reservations and

invitations vs assistance.

Offer

Value added services

Restaurantsystem

SMS

KPI´s

Desarrollo

- Birthday and special ocations invitation and / or specials- Telephone - E-card- E-mail - Regular mail

- Billing history per customer, profile creation.- VIP rules and pollycies:

- No lines - Rewards- Specials

- Visit frequency- Billing- e-mailing response- contact customer for

birthday and special ocations.

Offer

Customer opinion

Restaurantsystem

SMS

KPI´s

To do

Random post service surveysWhat is the customer thinking about…

- Service- Place- Food quality?

¿ What is missing?

- Statistics from surveys and research:- Preferences- Improvement

áreas

Research

Business rules definition

Restaurantsystem

SMS

To do

- Social media operation rules.- Outbound polycies.- Business image polycies- Specials polycies, budget.- System data input and reports polycies

Interactividad entre Sistemas

Restaurantsystem

SMS

Desarrollo

- Políticas de Envío de Información en línea (actualización de datos, lenguaje, periodicidad)

- Consumo por Cliente ($)- Preferencias por Cliente (Alimentos y bebidas)- Efectividad de asistencia de reservaciones

Systems connectivity

Restaurantsystem

SMS- Information exchange policies on line

(update data, programming language, periodicity)- Consumption per customer ($)- Customer preferences (food and drink)- Effectiveness reservation assistance

Feedback

ABC

Prospecting Social Media Customers New Customers

KPI = Increase number of customers

Marketing strategyOutbound campaignsInbound campaigns

Strategic benefits

Customers monitoring Bilateral Permanent Contact

KPI = Increase Customer Billing

Customer Knowledge

Social MediaChatPhoneHostessMarketing Campaigns

Profiling by:- Billing- Food and drinkpreferences- VIP customers

Strategic benefits

Strategies KPI = Long Term Relationship

- Profitable efforts- Customer Satisfaction Index- Targeted offers- Cross selling- Suggestions by profile- Branding- Word of mouth

Strategic benefits

201020092008200720062005

3

5

1 24

6

Proposal and aproval of reporting catalog

Cu

sto

mer

vis

its

ReportingReport definition

Monitoring

To do

Customer approval

Integration

Operation

Tecnology

Time table

Developement

Operation

Integration

Roll out

THANK YOU!