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customer service

Workforce

Chuck E. Cheese to roll out cultural sensitivity training company wide

 By Reyna Estrada on Aug. 05, 2022

Chuck E. Cheese is rolling out company-wide cultural sensitivity training after an incident in New Jersey where one of the chain’s characters reportedly ignored a 2-year-old girl. A video of the incid...

Marketing

Chick-fil-A rules, but consumers still prefer full-service dining

 By Jonathan Maze on Jun. 28, 2022

The chicken sandwich chain remained consumers’ most-preferred restaurant chain, according to the American Customer Satisfaction Index. But their desire for fast food is waning.

Financing

At Cooper’s Hawk, wine and friends prove an emotional pairing

By Joe Guszkowski on May 26, 2022

The chain’s loyal Wine Club members couldn’t wait to get back to its restaurants last year, helping it to become one of the fastest-growing brands in the country.

Technology

4 best practices for customer service success

Sponsored content from our partner DIRECTV for BUSINESS℠ on Mar. 25, 2022

As consumers return to their pre-pandemic routines of dining out and enjoying time in restaurants with friends and loved ones, they are not just looking forward to enjoying favorite meals, but also the experience.

Marketing

McDonald's overhauls its customer experience functions

By Jonathan Maze on Jul. 26, 2021

The burger giant named Manu Steijaert its first chief customer officer, overseeing a new customer experience team to manage digital and in-restaurant diner interactions.

Consumer Trends

4 ‘diner personas’ reveal what motivates restaurant customers in the age of COVID

By Patricia Cobe on Aug. 28, 2020

New research from SevenRooms can help operators understand and meet guest expectations.

Financing

Curbside service gets new life

By Jonathan Maze on Apr. 17, 2020

More chains and independents are bringing orders to the curb. The service could stick around.

Operations

Texas’ famed Salt Lick tries a subscription service

By Peter Romeo on Nov. 27, 2019

The barbecue landmark will begin shipping products to the homes of patrons who pay a monthly fee.

Marketing

This week’s restaurant nightmares: Language, people

By Peter Romeo on Aug. 08, 2018

Jack in the Box was dead-on in figuring a suggestively worded ad campaign would stir controversy. The same sort of foresight might’ve helped an upstart chain from sounding racially insensitive. But the true recent nightmares were the actual ones reported by restaurant employees.

Leadership

The champion

By Peter Romeo on Jul. 28, 2016

Survey after survey shows that consumers love Papa Murphy's Take 'N' Bake Pizza. CEO Ken Calwell explains why.

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