Drive repeat visits, referrals, and high revenue without depending on discounts
Equip your team to create experiences that keep customers coming back and bringing their friends
Equip your team to create experiences that keep customers coming back and bringing their friends
Why customer experience is your ultimate leverage
Retention: happy guests come back and consistently delivering great experiences will make your restaurant the obvious choice for their next time out.
Referrals: guests who feel valued and delighted easily share their experiences with friends. Word of mouth can be your most sustainable marketing strategy.
Revenue growth: repeat visits and referrals increase your revenue without extra spend on promotions and discounts. This makes every interaction an opportunity to create more value.
Team alignment: when your staff knows exactly what experience to deliver, from the host to the chef, every touchpoint will reinforce your brand and built trust with guests.
How the OBI helps your restaurant
Operational Big Idea (OBI) is a strategic guide equips your team to:
Understand the emotional and functional experience your customers expect.
Deliver consistent experiences across touchpoints, shifts, and locations.
Turn everyday customer touchpoints into memorable moments that inspire loyalty and referrals.
With the OBI, your team doesn't have to rely on their mood, personality, or luckto create great experiences. Every interaction is guided by a clear operating principle that builds trust and delight, inspiring customers to choose your restaurant over and over again.
The result
When implemented well, the OBI transforms how your restaurant operates. You get:
Increased customer retention
More repeat visits and higher spends per guest
Stronger word-of-mouth and referrals
A team that's confident, aligned ,and empowered
A restaurant experience that guests remember and love
Insights
With this kind of advantage, customers will easily choose your brand again, making it easier to fill your restaurant, lounge, or cafe without constant promotions...Read more