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It Should Feel Like Magic, Not Marketing: Personalisation, Loyalty & Data in Hospitality
Manage episode 503060378 series 2888084
Chris Fletcher에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Chris Fletcher 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
In this episode of the Tech on Toast Podcast, powered by Zonal, we dig into the misunderstood but powerful world of personalisation in hospitality. With inboxes overflowing and attention spans shrinking, how do brands stand out without becoming pushy — or worse, creepy?
Host Chris Fletcher is joined by:
Tom James, Managing Director at Bill’s Restaurants, leading the brand through a digital maturity journey with a strong focus on customer insight.
Dan Brookman, CEO of Airship & Toggle, who helps 400+ UK hospitality brands turn customer data into meaningful engagement and revenue.
Gillian Nicholson, Sales Director at Zonal, a technology provider supporting operators for over 45 years.
☕ Grab a coffee and listen in as we cover everything from handwritten notes in delivery bags to AI-powered customer insights.
🔥 What You’ll Learn in This Episode:
Why personalisation should feel like magic, not marketing
The importance of the value exchange — what customers actually get in return for their data
How brands like Bill’s and Pizza Express use loyalty to drive genuine connection, not just discounts
The role of automation and segmentation in building brand voice at scale
Why creepiness vs. annoyance is a real debate when using customer data
Which channels are working best right now: email, SMS, WhatsApp, and apps
How to measure success: from cover growth to visit frequency and customer lifetime value
Where AI is taking us next — from predictive insights to smarter, real-time personalisation
🎧 Perfect for:
Operators, marketers, and tech leaders who want to use data more effectively to build loyalty, grow frequency, and keep guests coming back — without falling into the trap of discount dependency.
👉 Listen now and discover how to make your personalisation strategy feel truly personal.
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