Episode description
Two top loyalty experts : Diane Le (Punchh) and Olga Lopategui (OLLO Consult) discuss how to build more meaningful relationships with your guests + all the fundamentals of a “modern day restaurant loyalty program.”
Key Takeaways:
- It all starts with the customer experience and 1:1 relationships. (Move from a transactional to relational mindset)
- How to use Data & Segmentation for Smart Marketing.
- What Can Ruin Your Loyalty Program? Lack of alignment b/t Marketing & Ops!
- The most important loyalty program metrics >> Participation rate, Visits, and Spend Lift.
- The 3 loyalty team members you need to successfully execute.
- The future is all about AI & Machine Learning.
- Bonus content on dispelling the myth of work-life balance in the pandemic and how these new moms stay positive and on top of their game. (hint: their partners)
Top Quotes:
“...a good metric, if you're starting off, is to aim for 10% participation rate. So one in every 10 people who walks in, they should be a loyalty member. If you can get to 20, 25%, you're in great shape, because that means one in every four or every five is a loyalty member. … really successful programs have like 40, 50, 60% participation,” say Diane and Olga.
Episode Highlights & Show Notes: Redefining Loyalty
Diane Le on LinkedIn
Olga Lopategui on LinkedIn
^^^ Connect with these awesome women and crank your loyalty program into top gear.
As always, thanks for listening!
Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands