f&b pros and customer experience

Athens, Greece | Sofia, Bulgaria We Do Marketing, We Build Communities

F&B Pros and Customer Experience

Yannis P. Triantafyllou

Founder & Director @ TO ATOMO (Athens, Greece | Sofia, Bulgaria) [email protected]

The Encounter | The Met - Metropolitan Museum of Art. Artist: M. C. Escher (Dutch, 1898–1972) | Date: May 1944.


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Yannis P. TriantafyllouA seasoned marketer & entrepreneur, with 20+ years of top management experience at new technology & industrial groups in Europe and a business record of 100+ factories & businesses renovations in various countries, totaling to 50+ million euros in capital & tech asset investments.

An experienced online communities’ creator & director with a long presence as marketing speaker, trainer and curator at international trade events. A passionate storyteller, focusing on the way technology transforms human behaviors & relationships, and developing strategies, teams and tactics to make it happen.

Founder & Director at To ATOMO (2008-Athens & 2015-Sofia) -international advisors on strategic marketing & development.

Partner (2015-…) at Fresset (Athens) -digital marketing firm that owns some of the largest online communities in Greece.

Founding partner & Director at YADA Intl (2016-Sofia) -a hotel & restaurant management firm, active in South East Mediterranean.

“ “ Athens, Greece | Sofia, Bulgaria

We Do Marketing, We Build Communities

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“Gastronomy is the craft,

science, art, sociology, and

anthropology of food, cooking,

serving and eating.”

(Michael Ruhlman, 2008)



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Gastronomic Tourism is an invitation…

“come & taste with us” (during your stay),

“take the taste with you” (when you return home),

“find it at a store near you…” (every time you remember).

…to memorable F&B experiences.



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Customer experience is the product of interaction between brands and customers,

measured at all points of contact as experience against expectations of customer,

over the duration of their relationship.

(Wikipedia)

Customer experience is about adding value for customers buying products and services,

through participation and connection, by managing all aspects of the encounter.

(Kotler, 2013)


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«A customer is the most important visitor on our premises. He is not dependent on us.

We are dependent on him. He is not an interruption of our work. He is the purpose of

it. He is not an outsider of our business. He is part of it. We are not doing him a favor

by serving him. He is doing us a favor by giving us the opportunity to do so.»

(Mahatma Gandhi, 1890)



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Businesses are Humans. Markets are Conversations.

Doing Business is Building Relationships.

But, people today are talking more, because they want to,

they’re interested and it’s fun!



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Now, people are the media. And the story is NOT about the brand.

It’s about the customer.

Customers care less about product specs, what matters more is the image with them

and the promise of them.

This means that all things have to begin and end with customer in mind!


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This is the new Customer Experience!

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F&B service is the essential link between the customer and the menu, beverages and

other service offer in a establishment.

F&B pros are the essential link between the customer and the unique experience

he expects to live.

Remember: it’s always Utility vs. Pleasure!

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Focus on how each customer wants to live his life and how you will connect

emotionally your business with him/her.

What really matters is how you make people feel, it’s “personal” they return for once you’ve made them feel something!

The “social concept”: who cares wins!



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With mobile devices, people spend more time online & connected.

Friends’ recommendations are the by 90% more trusted marketing treat.

Personalized experiences shared, go beyond technology and turn companies

to true Human-2-Human communities.

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To be successful in this industry requires not only product knowledge

and technical skills.

You also need to be trained on some different skills!

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Your most important different skill is the ability to communicate

Human-2-Human, in a personal way.

To be authentic, simple & passionate. To accept your imperfection.

To speak more human and make it simple for people to understand.



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Customers expect extraordinary experiences that make them feel unique.

So, tell them, don’t sell them.

Connect to basic human senses. Humans need context to understand concepts.



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Combine technology & creativity. Live inside your customer's mind.

Take (and help take) decisions. Prefer serving than being served.

Think fast and smart, avoid wasting time. Work as part of a team, keep up to your promises.

See the big picture. Always. Always question your own assumptions.



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Stay Human!

Be accountable for the value you offer. Listen, discuss, be spontaneously social

& ethical. Make it your way of living.

Be open to change.

Cooperate, facilitate, educate, innovate. Inspire! Show courage and passion!


[email protected] www.toatomo.com

@toatomoconsulting

Gastronomy is a rich source of inspiration and customer experiences.

Make them count!