Creating online restaurant customer experience and competitor analysis
The client:
The owner of the online restaurant cappi.ua
The problem:
Business has passed the start-up stage, it is necessary to be scaled, and the processes are not built, there is no sales management system, leads are leaving.Few repeated purchases, customers come only by advertising.The Decision:
Find out what the business makes valuable for the customer and what pushes the customer, what the competitors do well and what no one in the market does and the customer would like.To do this, tools are used:
1 .Comparative analysis with competitors - to become your client and the client of competitors in the districts of the city
- a plan of stages of touching customers with the business (from advertising to refusal and claim processing)
A list of competitors
- conducted analysis of advertising and internet resources of competitors, the availability of reviews, ratings, applications - a comparative table and conclusions
- purchases from the customer and its competitors with fixation of each stage of photo, audio, video
A comparative analysis
Block of conclusions to reduce the barriers to the purchase and increase the possibilities to make the purchase, give feedback and the customer’s path itself
2ndAnalysis of customer feedback
- a list of customers in the segment of purchasing frequency (new, long and frequently purchased, long and rarely purchased, purchased and not returned)
A discussion plan for the focus of the group
Online and offline group focus
The new packaging has been tested, which has been improved after the competitors’ analysis.
- a analytics on the results of the group focus - what to scale, what to exclude, new - growth zones, the profile of the ideal online restaurant, the motives to buy and so on
ThreeConstructed customer experience in the range of stages and business processes within the company
4 .Plan of implementation tasks and indicators measuring the quality of customer experience
The result:
1 .Created profitable outstanding on the background of competitors customer experience, which not only gathered all the positive experience of the market, customer pain, but also embodies the wishes of customers as the ideal experience.
2ndBusiness processes that provide customer experience
ThreeIncreased frequency of repeated purchases
4 .A automatic system of communication with the customer depending on his actions and tasks
and 5.The quality of the online restaurant service has become understandable and managed
6 .Verified ideas of the owner for further development on the live focus group
The owner of the online restaurant cappi.ua
The problem:
Business has passed the start-up stage, it is necessary to be scaled, and the processes are not built, there is no sales management system, leads are leaving.Few repeated purchases, customers come only by advertising.The Decision:
Find out what the business makes valuable for the customer and what pushes the customer, what the competitors do well and what no one in the market does and the customer would like.To do this, tools are used:
1 .Comparative analysis with competitors - to become your client and the client of competitors in the districts of the city
- a plan of stages of touching customers with the business (from advertising to refusal and claim processing)
A list of competitors
- conducted analysis of advertising and internet resources of competitors, the availability of reviews, ratings, applications - a comparative table and conclusions
- purchases from the customer and its competitors with fixation of each stage of photo, audio, video
A comparative analysis
Block of conclusions to reduce the barriers to the purchase and increase the possibilities to make the purchase, give feedback and the customer’s path itself
2ndAnalysis of customer feedback
- a list of customers in the segment of purchasing frequency (new, long and frequently purchased, long and rarely purchased, purchased and not returned)
A discussion plan for the focus of the group
Online and offline group focus
The new packaging has been tested, which has been improved after the competitors’ analysis.
- a analytics on the results of the group focus - what to scale, what to exclude, new - growth zones, the profile of the ideal online restaurant, the motives to buy and so on
ThreeConstructed customer experience in the range of stages and business processes within the company
4 .Plan of implementation tasks and indicators measuring the quality of customer experience
The result:
1 .Created profitable outstanding on the background of competitors customer experience, which not only gathered all the positive experience of the market, customer pain, but also embodies the wishes of customers as the ideal experience.
2ndBusiness processes that provide customer experience
ThreeIncreased frequency of repeated purchases
4 .A automatic system of communication with the customer depending on his actions and tasks
and 5.The quality of the online restaurant service has become understandable and managed
6 .Verified ideas of the owner for further development on the live focus group
Odessa 
Available for hire