How Founding Farmers Became The Most Booked Restaurant In The U.S. For 5 Years Running

How Founding Farmers Became The Most Booked Restaurant In The U.S. For 5 Years Running

Certainly their Open Table reservation statistics and number of guests served are important indicators, but they also keep tabs on everything from the amount of food that comes back on the plate uneaten to other data gathered on guest satisfaction.

Some of this is done, very simply, with staff observation and communication, some of it reading and responding to approximately 1,500 reviews per month on Google+, TripAdvisor, Yelp, Open Table, Venga, online website feedback forms and social media reviews. In addition to these feedback channels, they use software that speaks to their point of sale system as well as their reservation system to gather information.

Neil Blumenthal And Danny Meyer On The State Of Customer Service

Neil Blumenthal And Danny Meyer On The State Of Customer Service

Danny, Union Square Hospitality Group has been using a guest-engagement software tool called Venga. How are you finding it helps your businesses?

DM: It’s fishing all the different lakes to collect as much relevant information as exists [on social channels] so that on a day-to-day basis we gauge what people are saying about our restaurants. It allows us to eavesdrop on conversations that are happening in public and crystallizes the feedback. It can give us actionable opportunities, or we might see a pattern. It could be that something needs to be addressed. In the old days, I wouldn’t learn about that until two weeks later when I got a snail-mail complaint, by which time this person has probably told 30 or 40 people how awful their experience was. [Now] we can address it in real time.

And by the way, we also get really good tweets, and that gives us a chance to play offense and go overboard. About a year ago or so, there was a couple doing what some people lovingly call a "Danny dine-around." I don’t really call it that. But they had read Setting the Table and wanted to eat [one meal at every one of my restaurants]. They had planned this out just perfectly. They would not have time to go to Shake Shack, but they knew they could get it at JFK [airport] for their flight home. And they tweeted, "We’re crushed! No one told us that we were going to be in [the wrong terminal]." Well, the guys at Shake Shack picked that up in real time, tweeted back to them, and brought them their meal two terminals away. That ended up becoming a whole legend that they tweeted about forever.

Service with a Smile and Some Very Sophisticated Software: How Farmers Restaurant Group Uses Big Data to Better Serve Their Guests

Service with a Smile and Some Very Sophisticated Software: How Farmers Restaurant Group Uses Big Data to Better Serve Their Guests

Some of the additional programs FRG uses, include Venga for detailed table analytics, connecting guests with the food they order, and looking specifically at frequency of visits and customer satisfaction...

QSR and Venga Partner to Provide Complete Suite of CRM Tools to DineTime

QSR and Venga Partner to Provide Complete Suite of CRM Tools to DineTime

QSR Automations, Inc. (QSR) and Venga have partnered to bring a complete guest management solution to the restaurant industry. The new partnership will provide a more engaging customer journey by leveraging the acclaimed front-of-house and consumer app solution from DineTime, with the industry leading guest intelligence, feedback, and marketing tools provided by Venga.

SMB Loyalty Marketing Trends: A Discussion with Venga CEO Sam Pollaro

SMB Loyalty Marketing Trends: A Discussion with Venga CEO Sam Pollaro

Pollaro says Venga’s goal in its implicit approach is to “surprise and delight.” “When customers spend $500, an alert might be added to their profile,” and they might be given a dessert or a special table the next time they come in, he says. Or if they have indicated they like a certain kind of wine, they can be notified when a special shipment comes in.

Technology Solutions Served À la Carte

Technology Solutions Served À la Carte

Since 2010, Venga has been helping restaurants better understand and engage with their guests. In 2013, Venga released its unique OpenTable and point-of-sale integration. Additional partnerships are expected. By connecting the dots between guests and their purchases, Venga unlocks the data restaurants have never been able to put to use and provides the tools to increase guest satisfaction and frequency.

Case Study: Restaurant Group Takes a Data-Driven Approach to Email Marketing

Case Study: Restaurant Group Takes a Data-Driven Approach to Email Marketing

Working with Venga, Schmid and his team have been able to integrate promotion buttons into their POS units, which allow hostesses and servers to track when guests arrive with emails from one of their campaigns, which are run through Constant Contact. Discounts from those email campaigns are then applied and tracked automatically behind the scenes. The group also is using win-back emails to reengage guests who haven’t come in for a pre-determined period of time.

6 Strategies for Improving Email Pitches to SMBs

6 Strategies for Improving Email Pitches to SMBs

Include differentiating information in the email subject line. “Subject lines are the most important thing for cold emails. We try to grab their attention using a variety of differentiating information. Include a mutual acquaintance or the fact that you’re traveling to their city in the subject line.” (Winston Lord, Venga)

How much are your best customers worth?

How much are your best customers worth?

Every restaurant owner knows that your most loyal guests are your bread and butter. It costs far less to get their visit than new diners, and many times they become a brand ambassador, recommending your concept to friends. Just how significant is this group? Venga, a CRM that integrates point-of-sale and OpenTable data, tried to place a value on the loyal customer. Here’s what they found.

August Is Still Slow for Restaurants, But It Used to Be Worse

August Is Still Slow for Restaurants, But It Used to Be Worse

Black admits Restaurant Week can be a nice bridge to September. Restaurants involved in the promotion last summer saw 16 percent more in revenue than the weeks before and after, according to a joint study between OpenTable, Venga, and the Restaurant Association Metropolitan Washington. They also saw a 40 percent increase in reservations during that week.

Danny Meyer, Restaurant Impresario

Danny Meyer, Restaurant Impresario

This fall, Mr. Meyer’s company will host a conference for the food industry called TechTable, to discuss how to use technology to enhance dining for customers and restaurateurs alike, such as through mobile payment systems and apps that aggregate customer feedback. One service, Venga, gives restaurants details on guests’ previous visits, preferences and spending habits.

Case Study: Restaurant Chain Integrates Data for Targeted Customer Marketing

Case Study: Restaurant Chain Integrates Data for Targeted Customer Marketing

Fig & Olive also uses Venga to privately solicit guest feedback through online surveys. Venga’s data that showed that by sending branded “thank you” emails with feedback surveys to guests the day after their visits, Fig & Olive was able to decrease negative reviews on Yelp by 36%.

Leave Big Data to the Big Restaurant Chains

Leave Big Data to the Big Restaurant Chains

Matthew Joseph, information technology director of national chain Fig & Olive, relies on Venga, an analytics tool that links point-of-sales data with OpenTable reservations to determine what customers are ordering.

With Venga, Fig & Olive creates profiles of guests to customize dining experiences. The information might include food allergies, wine preferences and the frequency dessert is ordered. This data is useful for personalized service that turns guests into devoted regulars.

Restaurant Technology Turning Customers Into Regulars

Restaurant Technology Turning Customers Into Regulars

New technologies are giving operators the tools to mine information from different restaurants, enabling them to further deepen personalization. Restaurant software company Venga allows cross-communication among restaurants under the same ownership by unlocking data stored on POS systems and OpenTable, though the reservation platform has also started enabling cross-communication.

Why & How You Should Be Taking Care of Your Regulars

Why & How You Should Be Taking Care of Your Regulars

It’s never been more important to take care of your regulars and VIPs. We partnered with the team at Venga — a CRM that integrates OpenTable and point-of-sale data to reveal actionable front-of-house, marketing, and feedback insights — to share a few data points and best practices for attending to your best customers.

Restaurant Operators Make Big Data Small

Restaurant Operators Make Big Data Small

Using third-party guest intelligence firms like Venga, multiconcept operators like Chait can integrate reservation data with point-of-sale systems across all of his concepts. That tells him Mr. Smith is a frequent diner, whether he’s tried the group’s other restaurants, that he’s a vegetarian who eats eggs, what he typically spends on wine, and whether he prefers dessert.