Date Archives December 2019

Discover how to use the power of memory to keep your customers coming back

Elevate your customers’ ‘state’ of mind and you will keep them coming back.

One of the 4 steps of the FAST method mentioned by Jim Kwik to remember ANYTHING is the “State” step, which is basically your state of mind when you are ‘learning’.

How are you feeling? Are you bored? Are you excited? Are you surprised? Are you amused?

I wanted to contemplate at that step - that “State” one, and how we can use it to enhance the memorability of customers to a specific experience… 

… and so I stopped for a moment and tried to remember which restaurants I have been to that delivered an elevated emotional state - that made my experience so memorable and kept it always on top of mind. 


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Do food ordering apps help gain or lose customers?

I guess when it comes to ordering food, we don’t want to think much. All we want is to get our food as soon as possible, like right now, at this exact moment, especially when we are hungry. 

Before online food ordering apps or websites, we used to order by calling a phone number, and so the popular chains started to create a shorter version of that number so it’s more memorable to its customers. 

Now, I, like many others rely on food ordering apps. In fact, I don’t want to come near the phone at any point for my order. I am a millennial and I guess it became part of how our generation likes to order food. We weren’t brought up using the app, but we sure as hell got used to it. 

So here is a food ordering story from today…

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Exceptional customer experience starts with the discovery – Ingredients restaurant

Exceptional customer experience starts with the discovery
Exceptional customer experience is relative to what the customer’s baseline and expectations are. 

The same exact experience could be truly exceptional to one customer, while more or less average to another customer who might have different previous experiences. 

And, so the same applies to me as a customer. I have dined in restaurants a lot in the past few years, and some of my outings, especially when it’s a big group, could end-up in a buffet. I know that buffets are even more popular during the month of Ramadan, where practically everyone gets to eat at the same exact time. 
This week, I was part of a work workshop, which also happened to be in a Hotel, Anantara Eastern Mangroves Abu Dhabi. 

We had lunch there in a place called Ingredients, and the restaurant offered a buffet lunch.

My experience was a bit different than the buffets I have been used to. I was at some point surprised, pleasantly surprised, and so I want to walk you through my thought process, as a customer for my restaurant customer experience with Ingredients.

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My restaurant experience with Poke & Co

A couple of months ago I wrote a blog post in neuromarketing blog about the restaurant experience, and how you can use consumer behavior principles and embed them within this experience to get the best out of it as a restaurant owner. 

Read: Customer experience tweaks that boost restaurant results

… and so today, I have decided to go through the steps of the restaurant experience as a customer in one of my very favorite restaurants here in Dubai, which is Poke & Co.

Step 1: Discovery - Word-of-mouth
It started off contemplating with my team at work on our options for lunch. It was too hot for us to go out and grab something, and so one of my work friends suggested we order from Poke & Co. 

I was like, “What is that?”

My friend told me it’s sushi in a bowl.

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My way back to Times Square – [Black Friday Part 5]

Before I know it I am holding tons of bags and waiting for my bus back to Port Authority in Times Square.

I find myself with a few bags and started chatting with the girl standing behind me in the queue. She bought socks, which she regretted.

“Buyer’s remorse? How about me? I bought all of this stuff I don’t really need, except maybe one sunglasses,” I thought to myself.

I told her, “I wasn’t really planning on buying anything, but here I am.” I try to justify my purchases.

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I don’t like designer stuff, or so I say – [Black Friday – part 4]

I don’t like designer stuff, or so I say.

Of course I like designer stuff, but I’d rather spend my money in experiences, travel or courses. Yes, courses, you would be surprised how much I spent my money on that department.

Never stop learning, and the best investment is you.

But that doesn’t mean I didn’t want to go to Gucci “just to have a look”. The queue was crazy from the moment I arrived and all the way up until 8:00 p.m. when I decided to leave the outlet. I didn’t make it to Gucci, but I did make it to Furla.

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Are you telling me there is an additional discount to the Black Friday discount? [ Black Friday — Part 3]

I got out of the bus and made sure to know where is the pickup location to head to when I want to go back to Port Authority.

The first thing I see is the Information Center, and people queuing up. Ok, the first thing I saw was actually the different stores. I asked, “Why are people queuing up here?” A nice lady answered me and said, “You get additional discounts with the voucher they give you.”

I didn’t have to think twice and queued up. It was also warm inside and freezing cold outside so I didn’t mind the queue.

After I got my discount vouchers and the outlet map, I started wandering and thought I might as well check it out first, and then go into the stores. To tell you the truth, I didn’t have the chance to get into my favorite stores, for the simple reason that people queued like crazy in front of those stores. Gucci, Burberry, Ralph Lauren, and Tommy Hilfiger were the craziest. Most of the stores had long queues.

The weather was cold, like 1 or 2 degrees Celsius. Let me remind you, I live in Dubai, which is smoking hot all year long. I couldn’t simply stand the cold and wasn’t willing to stand in the queues.

It’s like what I have seen in those videos on social media, or rather the movies. People were walking around with big suitcases to stack up the purchases.

“Is it really that good?” I wondered.

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Was I going to catch the bus on time [Black Friday — Part 2]

Was I going to catch the bus on time? I panicked a little bit.

My hotel, Element by Westin, was right next to the Port Authority in Times Square, and I planned to catch the 10 a.m. bus, which is pretty chill. I would take my time getting ready in the morning and have a good breakfast.

In case you were wondering, no, I wasn’t really willing to take the 6 a.m. bus.

Not that crazy, not that crazy yet at least.

The lift at my hotel was incredibly slow though. It took me over 15 minutes just waiting for the lift to go down, and I was on the 16th floor. Now that I am thinking about it, I should have taken the stairs.
According to the Groupon voucher, the bus either leaves at 10 a.m or 11:15 a.m., so in my mind, if I have missed the 10 a.m. bus, then I am kind of screwed and have to wait for another hour and 15 minutes, but hey as Hal Elrod, the author of the Miracle Morning, says, “If you can’t change it, then let it go.” I couldn’t change the lift situation.

It was 9:53 a.m.

Tick tock tick tock. The clock was ticking.

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The curiosity made me take part in Black Friday [Black Friday – Part 1]

Recently, I spent five days in New York.

To tell you the truth, I wasn’t really planning on buying anything in New York, let alone participate in Black Friday, and even though that was my intention, I totally gave up and took part of it.

If I go back in time, about four month ago when I planned this trip to New York, everyone in Dubai told me the shopping is incredibly amazing in the US. I thought, “Really?” Almost every single person who used to live in the US or visited said, “You go to the US with an empty suitcase.”

I wasn’t sure what to think. I do live in Dubai and shopping in Dubai is also a “real” thing. There is sale almost all the time and loads of brands. There are multiple outlets, and did I tell you I am also not so much into “Designer” stuff.

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