HGEM News
The iconic brand, PizzaExpress has made GEM (Guest Experience Management) one of its key focuses for the future, as it launches a comprehensive GEM programme with new strategic partner, HGEM. With custom-built features and integrations with existing digital suppliers, HGEM's solution offers a complete customer view, and was rolled out to 360+ PizzaExpress sites in the beginning of November.
Stephanie Farrow, Head of Strategy and Insight at PizzaExpress comments on the partnership with HGEM:
We took the opportunity to evaluate how we measure customer experience currently and very much felt that we needed to start including what customers were saying about our brand online. We loved that The Hub incorporated a 360° customer view: HGEM's surveys include all of the important aspects of the customer journey and customer reviews get pulled in from well-established sites. We’ve been really impressed with the HGEM team and their capacity to be responsive to our needs and agile in their approach to working with us (especially from a technical standpoint). The team have been incredibly supportive at all stages of the programme launch and continue to be as we move into ‘day to day’ and out of ‘project management’ mode.
HGEM's Managing Director, Steven Pike adds:
We are really enjoying working with PizzaExpress, having interpreted their objectives and begun the journey to transform their guest experience management. A variety of integrations and a can-do attitude from both parties has led to us breaking new ground in technical innovation. It's rewarding to see managers getting so engaged with the results and we're looking forward to continuing our collaboration and developing new solutions together.
Feedback
A bespoke feedback site was designed, with custom content, imagery, fonts, and layout, to look and feel as an extension of the brand’s website. Adaptive user journeys, personalisation and omni-channel embedding options were added to improve completion rates. Integrations and collaboration with digital partners, such as Zendesk and Eagle Eye, connects Guest Experience Management to wider Customer Service practices for a holistic customer view.
Review Management
With proven benefits, such as increased review scores and improved customer engagement levels, HGEM introduced Review Management to PizzaExpress. Custom features, such as response templates, were developed especially for the PizzaExpress GEM programme, in order to encourage managers to respond to reviews via HGEM’s platform, The Hub.
Following an internal launch and a comprehensive training programme by HGEM, the response from managers has been positive, and they are exploring The Hub’s analytic capabilities with great interest. Dan Martin, Restaurant Manager at the Hertford site is loving the new tools at his disposal:
HGEM is fantastic - I love the features and the fact that feedback from guests comes through immediately, and I like being able to respond to Google and Facebook reviews from within the platform. It's a great tool for motivating the team.
HGEM and PizzaExpress look forward to a long and fruitful collaborative partnership, driving excellence and innovation in Guest Experience.
