Resources
What we have learned about guest data, written down.
Working notes for the people who actually run the book, the floor, and the email list. No gated PDFs, no forms in the way — read what is useful and take it with you.
Playbooks & guides
The operator craft. Examples you can copy, templates you can hand to a manager, and the specific words to use when something has gone wrong.
Review response examples for restaurants
Replies you can adapt for one-star, three-star, and five-star reviews — plus why the obvious ones make things worse.
Win-back emails that don’t lead with a discount
The guest didn’t leave over price. Stop opening as though they did.
What actually counts as a regular
Everyone uses the word. Almost nobody can tell you where the line is.
The guest data audit: what’s already in your systems
You have more than you think and less than you hope. Here is how to find out which.
Service recovery after a bad review
The reply is the smallest part of this. Here is the rest of it.
Measurement
How to work out your own numbers. We do not publish industry averages we cannot source — your lapse rate matters and the industry’s does not.
Glossary
Plain definitions for the terms that get used loosely in guest-data conversations, including by vendors who should know better.
What is a restaurant CDP?
A definition, and an honest note on when the answer is that you do not need one.
Guest identity resolution, explained
The least glamorous part of guest data, and the part that decides whether any of it works.
What is a guest profile?
A mailing-list row with extra columns is not a profile. Here is the difference.
What is a system of record?
The distinction that determines whether adopting something means retraining your hosts.
The fastest way to decide is your own data.
Bring an export from the system you already run. We will show you what is in it — including if the answer is “not much yet”.
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