The psychology behind repeat behavior
Most marketing strategies talk about “driving repeat visits” as if customers sit down and rationally choose where to go every time. They don’t. In reality, repeat behavior is usually …
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Why discounts alone train the wrong behavior
Most hospitality brands know that discounts “work.” Run a promo, traffic bumps. Send a coupon, redemptions spike. But if discounts are your primary loyalty strategy, you’re not just …
Why I’m trying to save restaurants
Restaurants shaped my life long before I ever thought about business models or customer visit frequency. As a teenager, I was a line cook at Chi-Chi’s Mexican restaurant …
Stop renting visitors attention, own it
Your food is great. Your service is impeccable. But your Tuesday nights are almost empty. Your last promotion brought in some people. So did the one before that. …
Create a different kind of customer loyalty
In the Seinfeld episode “The Strike,” the character Elaine goes to great lengths to retrieve a lost loyalty punch card for a deli to get her promised free …
What Is the Frequency Gap?
The frequency gap is the space between a customer’s first or second visit and the point where they begin behaving like a regular. In restaurants and hospitality, that …
5 ways behavioral infrastructure changes habits
Most restaurants and hospitality brands think repeat visits come from better offers, stronger loyalty points, or more frequent promotions. But the real challenge is usually deeper than that. …