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Listen "The Power of LTOs, Loyalty, & Putting the Guest First | Steve Smyth"
Episode Synopsis
Steve Smyth, the director of restaurant technology for Taco John's International, shares his experiences of implementing technology in the restaurant industry. Taco John's, a legacy brand known for its tacos and burritos, has been using technology to enhance the guest experience and improve communication. They have implemented mobile ordering, loyalty programs, and third-party delivery services. Taco John's focuses on putting the guest first and continually gathering feedback to improve their app and offerings. They also prioritize limited-time offers (LTOs) to provide novelty and value to their customers. The brand's commitment to innovation and customer-centric approach has contributed to its success.Keywordsrestaurant technology, Taco John's, mobile ordering, loyalty programs, guest experience, communication, limited-time offers, innovationTakeawaysTaco John's has been using technology to enhance the guest experience and improve communication.They prioritize putting the guest first and continually gather feedback to improve their app and offerings.Limited-time offers (LTOs) play a crucial role in providing novelty and value to customers.The brand's commitment to innovation and customer-centric approach has contributed to its success.Sound Bites"The very first time that we sent a mobile order to a restaurant was probably one of the most exciting moments of at least my career in restaurant tech.""Our guests are just extremely loyal to potato lays. I don't know if you've ever seen the comments online. It is, it's just unbelievable how committed they are to, uh, to great tasting potatoes at Taco John's.""The amount of work that goes into those LTOs, I mean, from the conception part to the, you know, the ideation to actually bringing it to life, getting it into our restaurants in the test phase. I mean, those are like, it's like six months to get an LTO into, into production."Chapters00:00 - Introduction and Background03:04 - The Role of Technology in Marketing05:24 - Customer Communication and Marketing Solutions08:25 - Putting the Guest First: Training and Feedback10:25 - Loyalty Programs and Incentivizing Repeat Purchases12:57 - Gathering and Acting on Customer Feedback16:06 - The Importance of Limited-Time Offers (LTOs)22:06 - Innovation and the Future of Taco John's22:56 - Conclusion
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