Mastering Customer Loyalty with Zack Oates

Mastering Customer Loyalty with Zack Oates ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ March 14, 2024 Mastering Customer Loyalty with Zack Oates Whet your appetite for success with Zack Oates, as we season the conversation with the secrets to turning customer feedback into gold and the spice of successful franchising. A flavor-packed episode awaits! [Facebook]( [Instagram]( [Youtube]( [Linkedin]( Welcome to the 'WISKING IT ALL' Podcast – the series where we engage with hospitality professionals and trailblazers who've wagered it all in their pursuits. Join us in exploring their journeys, understanding their motivations, and uncovering the secrets behind their success. Every week, we'll deliver two impactful ideas and one essential insight from our podcast episode, offering perspectives that could fundamentally transform your hospitality business. If you find value in our show, please consider subscribing and leaving a rating on [Spotify](. Your support is vital in helping us grow. Also, sign up for my exclusive [Weekly Newsletter]( for a handpicked collection of the finest business ideas and strategies. Your Host, Angelo Esposito THIS WEEK’S EPISODE Meet [Zack Oates](. An invigorating blend of entrepreneur, author, and family man, who brings his rich background in the restaurant and startup worlds to the forefront of food technology. As the Founder and CEO of Ovation, America's top restaurant feedback platform, Zack is dedicated to enhancing dining experiences through innovation. His journey is marked by significant achievements, including recognition as a Top 100 Entrepreneur and his role as the host of "Give an Ovation," a podcast dedicated to the restaurant industry. In this week's episode,  Zack Oates brings to the table a wealth of experience from founding Ovation, a customer feedback platform that harnesses AI to enrich guest experiences and drive business improvements. Learn how Ovation's innovative system is reshaping how restaurants collect and act on guest insights through multiple channels, and why turning unhappy customers into loyal fans can be a golden opportunity for any establishment. So, If you've ever pondered what it takes to keep customers coming back, this episode is served piping hot for your listening pleasure. Join us as we discuss: - Dive into the mindset shift needed for restaurant owners moving into franchising. It's about serving up success – way beyond the kitchen. - How spending dedicated time analyzing a brand’s history can reveal the secret sauce to strategic planning and achieving drool-worthy goals. - Discover the key ingredients of mindset and financial resources crucial for concocting a robust franchise development plan. - Uncover the modern marketing tactics that could boost your restaurant's visibility. Spoiler: It's more than just pretty plates! - Savor the methods leading to the best practices in recipe costing, and inventory management, and why knowing your numbers is a non-negotiable. [Watch the full episode on Youtube]( 2 IDEAS FROM THE PODCAST Idea #1 The Importance of Human Connection in Business - Focus on Building Connections: Prioritize genuine interactions and relationships with customers, recognizing them as humans first, rather than just consumers of your product or service. - Be Present and Engaged: Whether through personal interactions, community involvement, or customer service, show that you care and are invested in the well-being and satisfaction of your customers. - Celebrate the Positive: Regularly acknowledge and celebrate positive moments and successes, both within your team and with your customers, to foster a positive and supportive environment. [Listen to the Episode]( Idea #2 Innovating Customer Feedback and Experience - Implement Frictionless Feedback Systems: Use tools like Ovation to gather customer feedback efficiently, ensuring the process is easy and unobtrusive for customers. - Act on Feedback: Use customer feedback to make actionable improvements in your operations, ensuring that the customer experience is always evolving and improving. - Recover Upset Customers: Focus on turning negative experiences into positive ones, recognizing the value of a recovered customer in terms of loyalty and potential advocacy for your brand. - Utilize Data and AI: Leverage technology, data, and artificial intelligence to gain insights into customer preferences and behaviors, allowing for more personalized and effective interactions. [Listen on Spotify]( [Listen on Apple Podcast]( 1 KEY LEARNING ❝  What you really need is connection. And when you can build that connection with a guest and to help them feel important, you have won a fan for life. [❞]( Zack Oates' reveals that the essence of building enduring customer loyalty lies in fostering authentic human connections, going beyond mere service consistency and convenience. Recognizing customers as individuals with unique feelings and experiences, rather than just transactions, and treating their concerns with empathy can transform occasional patrons into lifelong supporters. This human-centric approach in business, underscored by genuine interactions and attention to personal details, not only rectifies service mishaps effectively but also cultivates a loyal customer base that feels valued and understood. [Listen & Subscribe]( Looking for more insights? Listen to the Wisking It All Podcast on your go-to podcast app and elevate your knowledge of the hospitality world with actionable wisdom from an industry leader. P.S. Love our podcast? 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