Pizza Today - September 2024 - 28

OPERATIONS
Steps to Improve
the Customer Experience
T
he dining experience has
changed, as restaurants rely
more on technology and
less on the personal touch to serve
customers. Pizzerias have to make
sure customers still enjoy the experience,
whether they are getting full
service, counter service, takeout or
delivery. With fewer customer touchpoints,
operators must develop ways
to enhance the customer experience,
so they can remain competitive.
Customer experience includes
customer service, which relies on
well-trained employees, but it doesn't
end with whether a server was polite
and speedy. Customer experience
28 / PIZZATODAY.COM / SEPTEMBER 2024
also includes the menu, restaurant
ambiance and intangibles such as the
vibe of the place. Pizzeria operators
say several factors, from hiring to the
use of technology, can improve the
customer experience.
Empower employees
One important factor in shaping
the customer experience is recruiting
and retaining employees. " We focus
on hiring college-age people, " says
Laura Ambrose, who with her
husband, Jeff , owns Woodstock's
Pizza in San Diego. " Th ey tend to
be thinkers. We're looking for people
who can assess an opportunity. "
By Nora Caley
Pizzerias can enhance the customer experience, even with fewer touchpoints
Th e opportunity is to serve pizzeria
customers in a way that makes them
feel like they had a unique experience.
" You can go into a restaurant
and say, okay, they had decent
customer service, " Ambrose says.
" We empower our team to make
moments. "
When a group arrives with small
children, someone off ers a booster
seat or high chair. If a customer
walks in carrying a birthday cake, a
team member off ers to put it in the
walk-in cooler, or provide candles.
Some crew members thrive in that
environment. One worker dressed up
as a character from a movie that was
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Pizza Today - September 2024

Table of Contents for the Digital Edition of Pizza Today - September 2024

Pizza Today - September 2024 - CT1
Pizza Today - September 2024 - CT2
Pizza Today - September 2024 - Cover1
Pizza Today - September 2024 - Cover2
Pizza Today - September 2024 - 3
Pizza Today - September 2024 - 4
Pizza Today - September 2024 - 5
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Pizza Today - September 2024 - 47
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Pizza Today - September 2024 - 50
Pizza Today - September 2024 - 51
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Pizza Today - September 2024 - 53
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Pizza Today - September 2024 - Cover3
Pizza Today - September 2024 - Cover4
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