In this conversation, Matt Plapp, CEO of America's Best Restaurants and Dryver, shares his extensive experience in restaurant marketing, discussing the evolution from traditional to digital marketing strategies.

He emphasizes the importance of storytelling, customer engagement, and building a strong customer database. Matt also highlights the challenges faced by restaurant owners, particularly in adopting new technologies and marketing strategies, and offers practical advice for improving restaurant sales and customer loyalty.

• Matt Plapp started his journey in traditional media before focusing on restaurant marketing.
• America's Best Restaurants aims to highlight unique stories of local restaurants.
• Digital marketing has transformed how restaurants engage with customers.
• Restaurant owners often struggle with time management, impacting their marketing efforts.
• Creating irresistible offers can significantly increase customer engagement.
• Storytelling is a powerful tool for restaurants to connect with their audience.
• Many restaurants are still behind in adopting technology for operations and marketing.
• Building a customer database is crucial for long-term success in the restaurant industry.
• Consistency in marketing efforts leads to better customer retention and engagement.
• Matt emphasizes the importance of using customer data to drive marketing strategies.

00:00 Engage and capture walk-in restaurant customers' data. 04:41 Friends' efforts led to business skill shift. 07:55 Nike's wealth contrasts local restaurants' immigrant stories. 09:38 Create media on restaurants, sharing owners' stories. 13:10 Visionary branding strategy for independent restaurant marketing. 17:54 Guess the jar amount, enter competition, collect data. 21:45 Improve marketing; avoid repetitive digital content. 25:20 Be genuine; share stories, not just selling. 26:56 Focus on consistent output over view counts. 31:03 Seeking tools for engagement-driven data and sales. 33:13 Spoke at conference about restaurant marketing books. 35:33 Fragmented restaurant data systems lack integration. 41:02 People choose cheap, unreliable solutions due to time constraints. 42:40 Cook caught stealing steaks from restaurant dumpster. 45:36 Engage restaurant visitors with personalized offers. 49:52 Gym partner later sold companies for millions. 51:19 Effective data use boosts customer business engagement.

In this conversation, Olga Lopategui, founder of Restaurant Loyalty Specialists, shares her journey from corporate roles in international marketing to establishing her own consulting firm focused on restaurant loyalty programs.

She discusses the common pitfalls restaurants face when implementing loyalty programs, the evolution of these programs over the years, and the impact of third-party platforms on customer loyalty.

Finally, Olga emphasizes the importance of understanding customer data, key metrics for success, and the future trends in restaurant loyalty, including the integration of AI for better segmentation and analytics.

• Olga transitioned from corporate roles to consulting due to family commitments.
• Restaurant Loyalty Specialists focuses on helping chains optimize their loyalty programs.
• Common mistakes include neglecting ongoing management of loyalty programs.
• Loyalty programs have become more accessible to smaller chains over the years.
• Third-party platforms complicate the loyalty landscape for restaurants.
• Individual venues should focus on email marketing and in-store acquisition.
• Olga's passion for food drives her work in the restaurant industry.
• Consulting is tailored to the specific needs of restaurant chains.
• Key metrics for loyalty success include participation rates and spend lift.
• AI will play a significant role in the future of loyalty programs.

00:00 Impressive career led to founding own company. 04:22 Clients seek help evaluating loyalty program effectiveness. 06:59 Specialize in restaurant chains, knowledgeable about operations. 11:25 Brands often misjudge CRM software for growth. 15:11 Third-party platforms have minimal overlap with guests. 17:01 Promote first-party ordering on all packaging. 22:47 Restaurants make cities special and memorable. 26:15 Each platform suits different business needs. 29:23 Loyalty guests prioritize value, expecting brand discounts. 33:00 Focus on product preferences and consumption patterns. 35:38 AI enhancing segmentation through generative improvements. 37:52 Email for updates on restaurant loyalty news.

In this engaging discussion, Scot shares his methodologies in concept development, emphasizing market research and unique positioning, like the creation of a Persian and Eastern Mediterranean concept for a historic British manor house hotel. He advocates for pushing boundaries, tackling implementation challenges, and ensuring operational efficiency.

Scot and Angelo explore the intricacies of hotel operations, financial oversight, and the implementation of inventory systems. They also touch on the benefits of real-world validation of strategies and the importance of personalized experiences, particularly for Gen Z consumers.

This episode is packed with practical insights and recommendations for industry adaptation, including the use of modern technology and authentic content marketing. Get ready to gain valuable knowledge from these seasoned professionals and learn about the dynamic future of the hospitality sector! Tune in to EP 55 of Wisking It All Podcast now.

• Auden Hospitality focuses on food and beverage consultancy for hotels.
• Scot's journey into hospitality began with a job at 16.
• Cultural differences significantly impact hospitality practices.
• Hotels need to adapt to the evolving food and beverage landscape.
• Independent restaurants are more agile than hotels in operations.
• Consultancy should involve implementation, not just strategy.
• Tech innovations can streamline operations and enhance guest experiences.
• Personalized experiences are crucial for attracting Gen Z consumers.
• Investing in videography can drive restaurant bookings.
• Future trends in hospitality will focus on unique experiences.

00:00 Best-paying job inspired hospitality industry passion. 03:44 Worked in 14 countries, learned to listen. 08:37 Emirates' streamlined process exemplifies outstanding hospitality. 10:46 Hotels were primary meeting spots before remote work. 14:20 Industries must adapt to prevent disruption, requiring innovation. 17:23 Hotels' food and beverage running at a loss. 19:40 Lost passion for brand-building; left job without plan. 24:17 Your oldest friend offers trustworthy, exceptional support. 29:02 Aligning data with observations to identify issues. 29:56 Align purchasing, automate processes, define concepts for improvement. 34:19 Arden team excels in operational implementation and support. 36:35 We handle recipe setup for our clients. 42:29 Focus on controllable metrics, not rigid budgets. 45:24 Tech automates tasks, freeing teams for efficiency. 48:26 Equipment improves workflow, consistency, and operational efficiency. 50:22 Gen Z consumers value personalized, experiential, local stays. 53:21 Follow LinkedIn profile; listen to "Hospitality Huddles" podcast.