One Denver restaurant is using a new technology as a way to improve the customer experience, and several more are considering jumping on board.
Punch Bowl Social is using
Humm, a Wi-Fi-enabled, guest-centric tablet that enables guests to post comments or concerns in real time. It also allows owners and managers to respond just as quickly.
After the meal, guests are presented with the Humm binder containing their check and the tablet. The tablet engages guests with a series of questions chosen specifically by that restaurant. Responses are sent to the appropriate restaurant representative via text or email. If a guest has a complaint or concern (food too salty, music too loud), the manager can address it immediately. If a guest singles out a staff member for exemplary service, the manager can immediately share the compliment.
'It gives them a voice in the here and now," says Robert Thompson, founder and chief executive of Punch Bowl Social.
Thompson, who says he enjoys receiving immediate feedback, notes that he has received more than 1,600 reviews via Humm since June, when it was first implemented at the restaurant, and considers it a key component of the overall customer experience.
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