Meet the team: Carrie Carder, Customer Success Manager

Introduction

Meet Carrie Carder, our Enterprise Customer Success Manager. Known across Yumpingo for being a self-starter with a positive outlook, Carrie has a passion for the hospitality industry and understanding the core offering of her clients’ businesses so she can help them grow.

Carrie is an expert in understanding her customer's needs and identifying areas of improvement that drive better results and provide a return on investment. She believes in the power of repeat customers for keeping a business healthy and sustainable. So what better person could we have chosen for our Enterprise Customer Success Manager?

We recently caught up with Carrie to ask her more about her role at Yumpingo.

How long have you been at Yumpingo?

I’ve been working at Yumpingo for six months.

What does the Customer Success team do?

The Customer Success team works with you to define reporting, customise your review journey and build processes that can drive improvement and meaningful change within all of your restaurant locations. 

The team and I pride ourselves on working with you to understand your core business objectives and pain points so we can take a measured approach that delivers long term actionable insights for your restaurants.

Everyone in our team has significant experience in the hospitality industry, meaning we understand the importance of driving profits and enhancing guest satisfaction. I used to run my own food business so I have first hand experience on what it takes to be successful in this industry and how as business leaders we need to adapt and evolve our offerings to our guests or clients.

One example that sticks out for me was when I submitted one of my products to The Great Taste Awards for judging. Although it didn’t win an award that year, I received valuable advice from industry experts that I took seriously and adjusted my recipe accordingly. The following year, I entered the product again and earned a 2-star Great Taste Award. I was incredibly proud that I had applied their constructive feedback and it paid off. Unsurprisingly, that product became one of my top sellers, teaching me the value of insights and how they help improve what you're already offering. 

At Yumpingo we take the same approach and attach the same value to the feedback you receive. We’ll work with you to determine your strengths and weaknesses and identify those quick wins that can be easily implemented to drive positive change within your team and the wider restaurant.

What does your typical workday look like?

A typical day in my role involves reviewing the data within my clients’ feedback surveys and teasing out insights that I can share with them. From there I work closely with them to define plans and key actions that we might implement that can in turn begin to address some of those identified weaknesses.

Whether it's providing training, strategising ways to increase review volumes, or extracting even more detailed insights to help make informed decision-making; my goal when doing this is always to help them continuously improve their guest experience and ultimately support business growth. 

Carrie’s advice for Yumpingo’s clients 

When working with my clients there are a few questions that tend to keep popping up:

• How can we get more reviews?
• How can we turn detractors into promoters?
• How do we compare against our competitors?

Yet with partner like Yumpingo in place, I tend to think all of our clients should actually be asking us:

• What key areas should we focus on to make the most significant impact on guest satisfaction?
• How can we use the insights to ensure that as a business we are making continuous improvements?
• What types of questions will provide us with the most actionable insights? 

It is a very subtle difference - but what Yumpingo can offer.

While getting reviews and understanding how your competitors are performing is important, the types of questions you ask your guests and what they can uncover can be integral to the next phase of the business's growth. The Yumpingo team and I help you ask the right questions at the right times to ensure you’re gaining access to insights that’ll help you drive guest satisfaction and boost restaurant profits. 

What advice would you give to someone looking to get into the hospitality industry?

My advice to an 18-year-old starting out would be to not get too caught up in the small things. Focus on the bigger picture, appreciate the present, and, most importantly, have fun. Life is short, so make the most of it and try to enjoy the journey without stressing over every little detail.