CRM Marketing & Guest Experience Flashcards

Which marketing strategy involves encouraging current guests to share their dining experience on social media in exchange for a discount or free item?

Answer: User-generated content (UGC) campaign

UGC campaigns leverage guests as brand ambassadors by incentivizing social media sharing, which builds authentic online visibility at low cost.

A restaurant loyalty program that rewards guests with points for every dollar spent is primarily designed to achieve which goal?

Answer: Increase repeat visit frequency and customer lifetime value

Loyalty programs are structured to increase return visits and maximize the total revenue a customer generates over time.

When responding to a negative online review, a certified restaurant manager should first:

Answer: Acknowledge the guest's experience and apologize sincerely

Acknowledging and apologizing shows prospective guests that management takes feedback seriously and values guest satisfaction.

Which metric best measures the likelihood that a guest will recommend your restaurant to others?

Answer: Net Promoter Score (NPS)

NPS surveys guests on a 0–10 scale to gauge how likely they are to recommend the restaurant, directly reflecting loyalty and advocacy.

Email marketing for a restaurant is most effective when messages are:

Answer: Personalized with the guest's name and relevant offers based on visit history

Personalization increases open and click-through rates because guests respond better to content tailored to their individual preferences.

A restaurant manager notices that weekday lunch covers are significantly lower than weekend figures. The most strategic marketing response is to:

Answer: Launch a targeted weekday lunch promotion or prix-fixe offer for nearby businesses

Targeted promotions during slow periods drive incremental revenue without discounting peak times.