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One recent success story comes from Greene King, a leading pub company in the UK. Greene King saw a significant increase in online Christmas Day bookings in its Managed Pubs compared to the previous year. In fact, there was a 30% increase in online bookings on Christmas Day and a 13% increase in the month of December overall. This impressive growth can be attributed to Greene King’s new digital capabilities, which have made it easier than ever for customers to book a table at their favorite Greene King pub.
With 45 million customers visiting Greene King’s websites annually, the company made a multimillion-pound investment to enhance its online presence. This investment has transformed the customer experience, allowing customers to easily find their nearest managed Greene King pub and make bookings within minutes. Greene King’s new award-winning web platform, data capability, and app have all contributed to this seamless booking process.
The focus on improving customer experience has paid off for Greene King, as the company achieved its best ever customer ratings in December. Each division scored a 4.5 out of 5 or higher, demonstrating the high level of satisfaction among customers. This increase in customer satisfaction has also led to a boost in market share for Greene King, as more people are choosing to visit their pubs.
Clair Preston-Beer, COO of Greene King, highlighted the importance of digital investment in addressing the company’s large customer base. She emphasized the positive impact of the investment in increasing online booking numbers during the crucial Christmas trading period. The investment has also led to improved customer experience scores, encouraging more people to visit Greene King pubs.
In addition to the digital investment, Greene King has rolled out super-fast internet across its managed pub estate and support centers. This has provided customers and team members with fast download speeds and uninterrupted connectivity, further enhancing the overall experience for everyone involved.
Overall, Greene King’s success story is a testament to the power of digital investment and the importance of prioritizing customer experience. As a leading pub company in the UK, Greene King continues to innovate and improve its services to meet the needs of its customers. We are proud to share this success story with our readers and thank Harcus Parker for their support in bringing you the latest news from the world of pubs and bars.
