With the rise of online food delivery services, restaurants are responding to increased demand and decreased need for a physical restaurant. For restaurants that focus mainly on delivery, ghost kitchens have come to the fore. ‘Ghost kitchens’ are kitchens without a street-side presence that enable restaurants to focus on making great food for delivery rather than table-service.
Theodora Toldo is a São Paulo-based Customer Success Manager at CloudKitchens, a ghost kitchen services company that operates across the USA. She sheds light on the startup's journey. Reflecting on the evolution of CX, Toldo highlights the shift towards personalized experiences driven by Big Data, leading to improved revenue and Net Promoter Scores. Despite advancements, Toldo identifies limitations in current CX tools, advocating for more humanized customer support solutions. She shares a compelling case study of CloudKitchens’ proactive approach to addressing restaurant customer pains, resulting in remarkable conversion rates and ROI, underscoring the importance of tailored solutions in CX innovation.
CloudKitchens are changing the way restaurants service their customers.
The CX Institute recently interviewed Theodora Toldo. Here is what we learned.
Customer Experience Focus: Enhancing Startup Sustainability and Lifetime Value
I have no doubt that what made us focus most on customer experience was the fact that, as a recently created startup and pioneer in its segment, this would help us understand what our customers' real pains and main desires were. Therefore our business model would be more sustainable and thus increase our Lifetime Value.
“We developed a project - which later became an actual service - that met exactly what our customer needs were. It was so accurate that it resulted in a conversion of more than 50% of leads in the second month and an ROI to envy.”
Transforming Customer Expectations: The Evolution of CX and Big Data
With more access to Big Data, today we are able to personalize the experience down to the smallest detail, understand products that we thought were good for the customer base that were not actually successful, and be much more assertive in regard to developing the customer experience that directly impacts our revenue and Net Promoter Score.
Navigating CX Challenges: Striving for Enhanced Customer Support Solutions
The main barrier within CX is that we still depend on basic tools that don't always work for the customer when providing non-humanized service, such as help centres. It seems that we have not yet found any middle ground between FAQs, chatbots, and the support provided by a human agent. I want to be able to find something more accurate that provides real value to the customer.
CloudKitchens collaborated with Five Guys.
Innovative Solution Development: Addressing Restaurant Customer Pains with Remarkable Conversion Rates
A case study that I love to share is a classic from the world of delivery: knowing what the pains of our restaurant customers were and not being able to help them in the short term, we developed a project - which later became an actual service - that met exactly what their needs were. It was so accurate that it resulted in a conversion of more than 50% of leads in the second month and an ROI to envy.
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