How to grow your business through your customers with Jon Horsfield, CRO at Centegra

Tech on Toast, The Hospitality Tech Podcast

I'm thrilled to announce the latest episode of the Tech On Toast podcast, where I had the pleasure of chatting with my old friend, John Horsfield, Chief Revenue Officer at Centegra. We delved into the fascinating world of restaurant technology, customer service, and the evolving landscape of the hospitality industry. Here are three key takeaways from our conversation that I believe will resonate with many of you: The Power of Relationships in Hospitality 🤝 John emphasised the importance of building and maintaining strong relationships with customers. In an industry where service is paramount, Centegra has thrived by prioritizing customer support and understanding their clients' needs. This approach not only fosters loyalty but also encourages long-term partnerships. As John shared, "If they phone up on a Friday lunchtime and they've got a queue out the door, we're not going to say to them, you owe us some money. What we're going to do is we're going to sort it out first." This level of commitment to service is what sets successful companies apart. Embracing Technology for Efficiency 💡 The conversation highlighted how technology is revolutionising the hospitality sector. John discussed Centegra's journey from being a pioneer in web-based POS systems to integrating various data sources for enhanced operational efficiency. With the rise of kiosks and mobile ordering, businesses can streamline their processes and improve customer experience. As John noted, "When you go to a kiosk, people will buy the extra burger," showcasing how technology can drive sales and enhance customer satisfaction. The Future of AI and Automation 🤖 We explored the role of AI in the hospitality industry and how it can be leveraged to improve operations. John pointed out that while AI is a buzzword, the real value lies in machine learning and data utilization. He shared an example of how Centegra built a solution for a client to automate their production planning, demonstrating that the right technology can save time and resources. As we move forward, understanding the distinction between AI and automation will be crucial for businesses looking to innovate. I encourage you to listen to the full episode for more insights and stories from John's incredible journey in the hospitality tech space. Whether you're a seasoned professional or just starting in the industry, there's something valuable for everyone in this conversation. 🎧 Tune in now and let me know your thoughts! Skip to the bit you love.. [00:01:37] Acquired by an American company. [00:05:21] Job searching in the past. [00:08:34] Evolution of web-based POS systems. [00:11:12] Customer service in hospitality. [00:13:09] Customer service as a differentiator. [00:16:39] Leon Restaurants partnership success. [00:20:42] Digital ordering transaction increase. [00:23:22] Kiosks influence on purchasing behavior. [00:27:45] AI vs. Machine Learning Confusion. [00:30:06] Self-pour beer technology. [00:33:50] Challenges of customer impatience. [00:35:41] Building products for customer needs. [00:39:21] User experience in dining. [00:42:07] Football rivalry and banter.