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Giving Customers Control – Give An Ovation Podcast

From the Menu to Payment, Put Guests in Control Without Sacrificing Service

GoTab CEO and Co-Founder describes how he applies his experience as a restaurant/brewery operator and restaurant technologist to making payment processes easier and other operations run more smoothly.

Here are a few highlights from the episode:

Despite tech innovations, humans are still the core

Humans should focus on the things that humans add value to. Those things are the more sophisticated aspects of the industry. The communication and the storytelling. All those things we convey very well.

What is the most important aspect of the guest experience nowadays?

Control.

“When I order, I want to order. I’m sorry that you’re busy and I’m sorry that you’re picking up a glass that someone broke on the other side of the room. I want to give the guest control and power when they choose to go out and eat.”

What successful things have you seen or tried lately?

“We’re doing some menu optimization things so we can start doing market tests on menu data to understand conversions, satisfactions, and recurrences around rolling out a new product.”

Who deserves an Ovation in the restaurant industry?

“I get a ton of inspiration outside the restaurant industry. I was just reading amazon’s new handprint payment method that they just rolled out. Restaurant specific, I would say food halls in general.”

Listen to the full podcast at Giving Customers Control on the Give an Ovation podcast site.

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