Had the pleasure of sitting down with Andrew Rebhun, the Chief Experience Officer at CAVA!
The goal of each episode is to to help listeners improve their guest experience, so I can't think of anyone better to have on than the CXO of one of the country's best restaurant brands.
Here were some of his suggestions to other restaurants:
1. Consistency: Ensure that every interaction with the brand, whether in-person, online, or through catering, delivers a consistent experience. This consistency builds trust and reliability with guests. (Fun fact - Andy gave this same answer when he was on our podcast a long time ago - talk about consistency 😉)
2. Culture: Develop a strong, positive company culture that values employees and encourages them to provide excellent service. A supportive work environment translates to better guest experiences.
3. Customer Journey: Focus on the entire customer journey, from the initial search for the restaurant online to the dining experience and post-visit interactions. Each touchpoint should be designed to enhance the guest experience.
4. Brand Voice: Develop and maintain a consistent brand voice that reflects the restaurant's values and resonates with guests. Authenticity is key to building strong connections.
5. Testing and Feedback: Regularly test new ideas and solicit feedback from guests to understand what works and what doesn’t. Continuous improvement is essential.
Andy also gave his Ovation to Hillstone Restaurant Group: "I just think their level of consistency across their portfolio is commendable. It's one of the reasons why I think I decided to go into the restaurant industry is I experienced that on special occasions as a kid."
Give this one a listen here: https://lnkd.in/giHUh9Yv
#restaurantpodcast #podcast #giveanovation
