Increasing Restaurant Revenue with a Customer Experience Strategy
Services and Results
Digital Marketing, Customer Experience (CX), Social Media Strategy, Photography, Videography
Revenue +28.7% in 3 months
Pain Points
The restaurant industry faces stiff competition from food delivery apps, and restaurants need help to attract customers back to their physical locations with higher profit margins. One of our clients, a longstanding restaurant in Toronto, faced this same issue. With 40+ years of tradition and history, they wanted to market their restaurant as an experience that couldn't be replicated through an app and get people back into it.
Goals and Objectives
Our client's main objective was to increase foot traffic and revenue from their restaurant by appealing to a younger demographic. They also wanted to improve their digital presence, showcase their brand's personality and create a unique customer experience that would differentiate them from the competition.
How Bold x Collective Helped
After conducting a thorough digital audit, we created a content strategy for our client that revolved around food photography, behind-the-scenes glimpses, and videos showcasing the restaurant's atmosphere. This content was pushed out on various digital touchpoints such as social media, the website, review pages, local business listing pages, and local publications. We also created a content calendar to ensure the content was consistent and aligned with the client's narrative.
Outcome
Bold x Collective's strategy yielded a 17.2% increase in the 20-35-year-old age group market, who were the target audience. We then implemented a "social paying" tactic, where customers who shared a post and tagged the restaurant location on their social media received a 10% discount on their bill. This encouraged the creation of user-generated content and improved the customer experience. Customers were happy to receive a discount for creating content and sharing their expertise. The restaurant was able to upsell customers while they were in the restaurant, making up for the 10% discount. This led to an increase in revenue of 28.7% over 3.5 months.
By combining great food, excellent service, and a unique customer experience, Bold x Collective helped position our client's restaurant as an experience that can't be replicated through an app. It increased its revenue by differentiating itself from the competition.
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