This video takes an in-depth look at customer journey mapping as a method to improve the dining experience from start to finish. Participants will learn how to identify critical touchpoints in the dining journey, from menu browsing to post-meal feedback, and use these insights to eliminate pain points and enhance satisfaction. By visualizing the end-to-end customer experience, foodservice operators can better align their services with guest expectations. The video explores the role of digital tools in optimizing these touchpoints, such as mobile apps, digital menus, and personalized communications. Operators will also discover how to use journey mapping to differentiate their brand in a competitive market.

Key areas covered

• Identifying and addressing critical customer touchpoints.
• Visualizing the dining journey to improve guest satisfaction.
• Leveraging digital tools to enhance the customer experience.
• Using journey mapping to create a competitive advantage.