Shaping your proposition and brand with your customer at its heart


By Ailis Topley, senior analyst at Pragma is interviewed in Catering Today on different ways to put your customer first and build loyalty.

“Restaurants around the UK, many of which have failed to put their customers at the heart of their proposition, are closing daily. Remaining operators now find themselves asking how they can achieve this. There are many tools that F&B businesses can implement in creating a true customer-first approach. Below are three key learnings: “Be Adaptable”, “Tailor Your Offer”, and “Discover Then Deliver”, with examples of successes and failures in each. Successful brands have gone beyond simply offering great customer service, and have truly thought about what customers want, whilst those that have failed can, at least in part, attribute their demise to a loss of focus in this area. .”

Read the article here.