It’s an unshakeable truth that when QSRs, fast-casuals, family and fine dining brands can more consistently deliver a differentiated customer experience, they dramatically increase loyalty, customer spend, and fend off competition and commoditization. To fully maximize these metrics, c-suite restaurant executives and operations and marketing leaders face a number of challenges—from understanding and delivering on changing customer wants and needs, to optimizing guest-employee interactions and reducing store-to-store variability.
In our 14-year history, we’ve been asked to do deep-dive assessments on a wide variety of issues critical to the success of restaurant brands:
- What is the real-life, real-world, day-in and day-out customer experience that our brand is actually delivering?
- What are the service and experience needs of each segment of our customer base? How do they perceive our service attributes and brand at the points of impact?
- How will changes in the service design impact customer experience, sales, employees, speed, accuracy and brand perception?
- How do we optimize employee staffing, scheduling and positioning to deliver on our customer experience strategy?
Halverson Group has an unmatched track record of applying our unique process of discovery to the service industry’s most vexing questions—wherever they may lead. What sets us apart is we don’t use our methods of discovery as stepping stones to selling something else. We don’t create sign systems, training, interiors or service offerings. And by not specializing in designing particular solutions, we avoid the limitations and subjectivity of being motivated by what we sell.
Instead, our focus is to provide restaurant leadership with a clear and accurate understanding of the foundational truths that shape the customer experience. We pinpoint opportunities to improve the experience and increase profits; to work with client teams to design deployable and scalable new service solutions; and to conduct real-world experiments to isolate the effectiveness of service solution combinations.
Our restaurant experience is world-class, with several of the world’s most celebrated brands.
