Create a seamless experience with customer journey software
In gastronomy and other hospitality businesses, your goal is to create a standout and high-quality experience for any customer who enters your premises. That means understanding what it is your customer wants to see from you, and it means designing processes that ensure you can provide it.
To improve and standardize the customer experience, you need a customer journey mapping tool. With a customer journey mapping tool, you can analyze and optimize each step of the guest experience to make it perfect. You can also use customer journey mapping tools to customize experiences across multiple locations, like Familie Wiesner Gastronomie (FWG) does. At the same time, you’ll never have to compromise on quality, hygiene, or other standards.
Customer mapping software enables:
- Seamless quality control
- Standardized processes
- Continuous improvement
- Control over every factor
Table of contents
When you use software to manage and plan out customer journeys, you’re able to set and uphold a quality standard very easily. By preparing custom checklists for your employees to follow during their cleaning, food preparation, and other tasks, you’re able to outline exactly how you want your business to look, how you’ll welcome customers, and even define the service process.
Not only that, but you can prioritize certain tasks over others so that employees know what to focus on. You can even do what FWG does and use customer journey mapping tools for mystery shopping; this way, you can experience firsthand how customers perceive your business. This gives you a clear answer to whether your quality standards are being met or not.
Creating inspection checklists or using premade templates for things like kitchen cleaning and hazard removal sets a standard way to perform tasks. When criteria are clearly written out, they’ll be met the same way each time the checklist is used.
Standardizing daily processes is an essential piece of curating a flawless customer journey. This way, no matter how many times a customer visits you, your business will always look the same and your service will be consistent. Which is not to say your standards can’t be adjusted; if you ever want to add to or change something, you can edit your checklist with a few clicks.
Customer journey mapping software helps you analyze and continuously improve the quality of your services. Each time you perform an inspection using one of your checklists, the data you collect is stored automatically. Then, you or anyone else in the business can use it to make processes more effective.
Stored data is also automatically converted into weekly and monthly data reports that act as visualizations of your inspection results. These charts make patterns apparent, so you can identify the strengths, weaknesses, and inefficiencies in your customer journey planning.
Control every factor
So many things go into creating a specific customer experience. The level of lighting, the way your furniture is arranged, how your kitchen (if you’re serving food) connects to the seating area, how clean the floors are – everything makes an impact. Control all of these factors with a customer journey mapping tool.
Once you know what resonates with your customers, add it to a checklist so that you’ll be able to produce it consistently. You can even use customer journey software to solicit feedback directly from your audience, making customer journey mapping even faster.