Creating the Ultimate Guest Experience

The retail marketplace has been turned upside down and consumer behavior has drastically changed, which has many in the industry reexamining their business models. While no one could have predicted with certainty the way events unfolded, our Sodexo team has been preparing for a shift in eating patterns for quite some time because of our commitment to understanding the evolving needs of our guests. Remarkably, even with changing behaviors, “taste” remains the primary reason for purchasing a food item for 88 percent of global consumers, who ranked taste above price, health and convenience (Stylus).?

Our retail businesses have always centered on our guests, offering them the right product in the right place at the right price. This drives their satisfaction and loyalty, as well as our growth. With research and insights paving the way, it’s vital for us to be cognizant of our guests’ motivations to gain a deeper level of knowledge about their preferences and patterns. We’ve recently conducted research on guest motivations and attitudes that influence our development of retail programs and training for our teams, as well as offering insight for evolving our menus based on consumer trends.

At Sodexo, we’re always looking to design the best experiences for our guests by providing tailored solutions and promotions to reward their loyalty. Whether it’s our Everyday app for ordering and payment or the contactless experiences that our autonomous stores and restaurants offer, guests want convenience and ease. And enthusiasm is high for our latest flexible delivery options on campus through our delivery robots!?

Guests expect consistency of experience and product, regardless of when and where they make a purchase. They want good food, healthy options, Instagrammable dishes and the latest flavor trends when they dine in or take out. And they embrace the personalized choices, such as build-your-own bowl meals, and nutritional information we provide so they can make informed decisions about the food they’re selecting, especially when it comes to sustainable choices.

It's essential to design a quality experience that’s consistent for guests no matter where they are—whether they’re choosing a favorite meal at a campus food truck, dining in one of our corporate restaurants or swinging by a micro market for grab-and-go. A global organization like Sodexo ensures we’re meeting the high standards we’ve set for ourselves by sharing best practices on a variety of retail topics across the globe. Through our proprietary Global Retail Training Program and interactive Retail Webinar Series, we continue to boost our teams’ retail knowledge and skills.

Putting the guest first in every decision we make for our retail spaces has been the key to increasing guest satisfaction and sales potential, even in a rapidly changing world. #foodservice #sodexo #loveoffood #hospitality #food

Tim Ripley Don Wood Lauren Wilson-Smith