Guestengine sth

Programme de fidélisationSt-Hubert

POWERED BY:

Presentation Overview

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• GuestEngine Overview

• The GuestEngine Difference

• Overview + Case Studies of Staff facingprograms

•Q/A

• Overview + Case Studies of Guest facingprograms

•Q/A

• Live Demo of Guest Loyalty Programs

•Q/A

Première question

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Est-ce que votre programme de fidélisation fonctionne en français et anglais?

Oui. Absolument.

Deuxième question

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Who is:

Deuxième question

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GuestEngine is a relationship marketing company that specializes in providing innovative marketing and loyalty programs to the hospitality industry.

Founded in 2007, we provide integrated programs for some of Canada’s and USA’s well-known restaurant chains.

C’est quoi: Integrated Loyalty Platform?

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Loyalty :: The GuestEngine difference

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There’s two sides to a loyalty program


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The Guests who join…

and the Staff who promote it.


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But if you want to utilize ANY digital offer(Social, Mobile, Email, SMS, etc…)

You need to close the loop on yourPOS system.


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This integration is completed on the Maitre’d POS system and available to St-Hubert today.

POS Integration :: Closing the Loop

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Know your guests better:

•Frequency•Date/Time•Food Preferences•Coupon Users•Social Media Influencer•Contest Participant•Feedback•Recommends your brand

POS Integration :: Closing the Loop

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Know your Staff better:

• Drives Loyalty Memberships• Drives Social Offers• Social Media Influencer• Service Score• Recommends your brand to Family and friends

Two Programs working together

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UPcellEmployee Rewards Program

Marc Benioff, CEO Salesforce.com

POWERED BY:

“Changer à chaque employé a votre Chief Marketing Officer”

How do you communicate with 1000’s of employees to:

While making it FUN and ENGAGING?

• Sell featured menu items• Push out Social Offers• Increase sales • Reward Training

UPcell Benefits

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Drive sales objectives through measurable actions and gamified incentives.

Incent and influence staff to drive sales of your preferred items, loyalty, feedback or menu categories.

Achieve both category and menu-wide sales increases through a motivated and focused staff. Turn “Servers into Sellers”.

Motivate Staff Influence Guest Purchase

Decisions

Increase Sales

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4Leverage your staff’s social networks to promote your marketing message. Turn “Employees into Brand Ambassadors”.

Social Amplification3

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Create National, Local and Regional Contests for your staff to compete in.

Powerful Sales Program1

Gamified platform enable you to reward employees for increases in Sales, Service, Contests, Social Referrals and any action or behavior you can think of.

Employee Rewards Platform2

Leverage your Staff’s social networks for a massive social lift of your marketing programs.

Referral Program3

What is UPcell?

Training Tool4

Incent and reward staff for viewing

Streamed training video, quizes and supplier content.

2nd

How does UPcell work?

181st

Reward sales of specific menu items, participating in training, and referring exclusive offers for friends & family

Web-based app that is accessible via mobile device or desktop computer that links staff to their POS sales

1 to 1 communication that links Brand directly to Staff

Gamified contests through POS integration ensuring accuracy and automation

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Why it works: Gamification

Gamification is the use of game mechanics & rewards to increase engagement and loyalty.

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Who’s using: Gamification

Major brands are incorporatingGame mechanics into theirMarketing/Loyalty and Employee Rewards Programs.

Including: Nike, Pepsi, Samsung

Create stickiness through rewards for repeated interactions

Points for daily login

Sharing offers with Family/Friends

Pushing new menu products to Social Networks

Viewing Training Material

Receiving positive Feedback21

Behaviors and Actions: Gamification

Award points for any desired behavior: Sale of product % sale of product vs. product category Social sharing Sharing new ideas to Head Office Driving Loyalty Membership

Track points relative to peers;Creating competition by:

LocationRegionNationally

Gamification : Case Study for CBCF

900 FOH employees participated by asking guests to “round-up” their bills for Breast Cancer Foundation.

• Staff were awarded “Ribbons” for passing/out-selling the person in front of them and for posting on facebook to friends and family.

• Over 1000 Social Shares were pushed to friends and family members = 160,000 viewed posts (Avg. person having 160 friends on facebook).

• $58,000 raised for CBCF

Note: No prizing was awarded.

Contest was based solely on Recognition/Status.

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Increase menu item sales by over 250% and increase menu category sale by 5% with National, Local and Regional Contests for your staff.

Powerful Sales Program1

Allow FOH + BOH employees to compete in contests.

Team Building2

Any behavior or action can be gamifiedand turned into a contest including:

Feedback , Selling, Referrals, Membership Drives, Training Participation

Modify/Reward Behavior3

Program Overview: Contests

“Feature” Menu Item Sales Increase vs.

Menu Category Sales Increase

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250% Increase In Target ProductAvg. Results: 5% Increase in Menu Category

0

50

100

150

200

250

300

350

400

450

Dessert Wine Beer Summer Menu

Product % +

Category % +

330% +

225% +

385% +

215 % +

Influence Purchase Behaviour

Before

10%After

50%

With

UPcell

Without UPcell

Incentivize staff to promote your preferred products.

Increase sales for most profitable items

Increase menu category sales & Average Check

Sales of “Feature” beer vs. total alcohol sales

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With 1 to 1 communication channel with your staff you can directly influence whichMenu items are recommended and purchased by patrons.

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Leverage your Staff’s social networks with our Social Sharing programs. Receive millions of free social impressions from your staff pushing out your Brand’s offers and promotions.

Amplify your Social Reach1

Turn every employee into your Chief Marketing Officer. An engaged employee is one who cares about the success of the company they work for.

Create Brand Ambassadors2

Program Overview: Social Amplification

Analytics3

Understand who are your Brand Ambassadors within your employees and how they are impacting your Social ROI.

Staff & Social Sharing

UPcell enables staff to push out Brand Approved messages and offers to friends and family through facebook, twitter, SMS and email.

1977 social shares = 494, 000 + Social Impressions

“In an Industry Climate where there is flat-to-no new traffic; UPcell allows us to increase sales/avg. check without having a single new guest walk through the door.”

Customer Feedback

Andy Moore, Digital Marketing Manager, Prime Restaurants

UPcellEmployee Rewards Program

Questions ?

Programme de fidélisationSt-Hubert

POWERED BY:

Develop a mobile loyalty program for guests to:

While making it FUN and ENGAGING?

• Increase Guest Frequency• Increase Avg. Check• Increase new trials• Influence and Reward Guests at multiple touchpoints at a variety ofSt-Hubert concepts

Loyalty :: Multiple Touchpoints

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Mobile Loyalty Benefits

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There are 2 phones for every person in North America. Rewards, Coupons, promotions have a view rate of 98%

Allows anyone with internet access to join/participate on any device:

Tablet, Phone, Desktop Computer

Frequency, Check Avg, New Trials and Team/Group Sharing are all programs designed specifically to increase restaurant sales.

Always with your

Guests

Web-based Program

Increase Sales

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4Traditional card-based Loyalty programs have no ability for Social Sharing. Turn “Guests into Brand Ambassadors”.

Social Amplification3

PROGRAMS :: Overview

GuestEngine provides integrated programs in

one customizable mobile web-app.

Mobile Coupons, Rewards and Digital Offers

Surveys/Real-Time Feedback

Referral Program

Loyalty Program

Profile Management

Additional Programs:

Team/Group Sharing, Contests, Locations, Online Ordering

PROGRAMS :: Customization

Each tile is customizable in Colour, Image, Size and Position.

OVERVIEW :: Sign Up/Sign In

Customers can Sign Up or Sign In to receive/review their Rewards and Offers.

Sign Up

or

Sign In

Mobile Coupons – My Rewards

My Rewards- Rewards

• Rewards are automated with (SMS) Text-Based or

email notifications when rewards are available, expiring, etc..

• Automated Rewards include:

o Sign-Up/Welcome Offer

o Birthday Offer

o Program Anniversary Offer

o $ value Offers

o % Offers

* any additional Rewards can be added/modified

Customers receive and can review their offers in

the “My Rewards” section.

PROGRAMS :: Mobile Offers

Offers have 2 components: One for the Customer & one for Redemption.

MOBILE COUPONS – POS REDEMPTION

• Guests show their Unique PIN Code to the cashier or Server.

• Each code is unique to each individual.

• Server/Cashier writes down or enters code directly into Maitre’d EDMS

Maitre’d EDMS (External Discount Manager System)

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100 members

30% Redemption

97.7% view rate

Case Study: Mobile Coupon Redemption

%

%

Mobile Loyalty – Track My Visits

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Loyalty: Tracking Visits

Second integration with Maitre’dEnables a unique 6-8 digit code onbottom of printed guests cheques.

Unique Bill ID code

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Loyalty: Tracking Visits

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Loyalty: Social Sharing

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Social Sharing: Case Study

100 unit USA chain

Refer 5 friends get a freeBowl (Dinner)

15,000 offers referred

60% redemption

17,000 new Facebook Fans generated in 2 weeks (36% growth)

LoyaltyGuest Rewards Program

Questions ?

49

Proceed to live demo

Business

Guestengine sth