Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Restaurant customers' loyalty varies by generation

The white paper, entitled 'Keep 'Em Coming Back: Customer Loyalty and What Drives a Generation to Return', used data from the company's Consumer Brand Metrics (CBM) programme and found that more consumers will return in the near future to Papa Murphy's Pizza and In-N-Out Burger than any other restaurant tracked.

Papa Murphy's scores are driven by Generation X and Baby Boomers, while more Millennials than members of other generations say they'll soon return to In-N-Out Burger.

"Millennials are looking for restaurants that not only satisfy their hunger, but that they can feel good about," explained Darren Tristano, executive vice president for Technomic. "Older consumers, on the other hand, place a higher priority on atmosphere and service."

Among the highlights of the white paper:

• In-N-Out Burger and Papa Murphy's Pizza garner the strongest intent to return. More consumers strongly agree that "I will return to this restaurant in the near future" for Papa Murphy's Pizza (54%) and In-N-Out Burger (52%) than for any other restaurant tracked in the programme. While limited-service chains, which are visited more frequently overall, generally outperform full-service concepts on this attribute, both Cracker Barrel (46%) and Texas Roadhouse (44%) rank in the top fifteen restaurants overall.
• Among Millennials, In-N-Out Burger is the chain most likely to be revisited. Millennials place greater emphasis on the concept's brand image, agreeing more strongly than other generations that In-N-Out Burger supports local community activities, offers new and exciting products and is an innovative brand.
• Generation X-ers and Boomers are especially likely to say they'll revisit Papa Murphy's soon. Their motivations for returning differ, as Generation X rates the brand most favourably on cleanliness, convenient location and beverage quality, while Boomers score the chain most highly on service attributes, such as staff friendliness and payment handling.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)