Meet the team: Matt Loveridge, Customer Success Manager

Introduction

Meet Matt Loveridge, our Customer Success Manager at Yumpingo. With previous experience in the hospitality industry and a passion for technology and driving high-quality customer experiences, working at Yumpingo was a no-brainer for Matt.

“We want to ensure your restaurant is set up for success.” - Matt Loveridge. 

With his background in running restaurants, Matt understands the importance of continuously improving your customer service. Whether that’s through optimising your steps of service, enhancing the quality of your menus or improving an underperforming restaurant’s operations, Matt’s always there to help improve customer experiences and boost profits. 

We recently caught up with Matt to ask him a few key questions about his role.

How long have you been at Yumpingo?

I’ve been in the business for nearly three years.

What does your typical workday look like?

My day-to-day role focuses on working directly with our clients to help them maximize their insights and drive change within their businesses. 

I love working with everyone from founders through to general managers where the team and I give insights into areas of their business they've not had before! 

I also spend time streamlining our data and insights, helping to drive new development launches, and enhancing our external resources and communications.

What does the Customer Success team do?

If you’ve decided to roll out Yumpingo across your restaurants, the Customer Success team will meet your brand's key stakeholders during the onboarding process.

Once the onboarding process has been completed, the team and I help you to define reporting needs, customise your review journey, and build routines that can drive improvements. Ultimately we want to ensure your restaurant is set up for success.

“Be willing to embrace change.”- Matt Loveridge.

Our team works with you to understand your core business objectives and pain points as this will help us take a laser-focused approach to ensuring you create best practices and produce actionable insights. 

There is a tremendous amount of passion and deep sector experience within the Customer Success team at Yumpingo. This means we are all acutely aware of the challenges and the massive opportunities that exist within hospitality to improve the guest experience and overall level of satisfaction. Being able to tap into that is one of the unique aspects of what Yumpingo can offer.

Matt’s advice for Yumpingo clients

When working with clients I’ve found the three questions I tend to be asked most are:

• What are my scores compared to others?
• How is my value perception against other brands?
• How are other brands implementing this with their guests?

While it’s helpful to consider what your competitors are great at, it’s more important to uncover your own strengths and weaknesses and how you can establish those important incremental improvements. 

Quickly identifying, triaging, and solving any issues in your restaurant that could be causing you to fall behind and lose customers is a massive shift towards improving your business..

If driving guest satisfaction, boosting profitability, and enhancing your steps of service is the shared goal, you must be willing to embrace change.

As a result, I suggest to potential clients they should actually be asking the following three questions to get the most out of their Yumpingo experience and start their journey to success:

• How can I drive incremental improvement? 
• How can I drive change management within the wider business around the insights Yumpingo gathers?
• How can I embed Yumpingo into more of my customer touchpoints?

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

Some of the best advice I’ve ever received is ‘to learn to feel comfortable in uncomfortable situations’. Not everything is going to be easy and sit within your comfort zone. If it did, when would you start to learn and grow? How would anything change?

While it was outside of my comfort zone, one of my greatest achievements was making my career change from frontline hospitality to working more closely  to the technology side. It wasn’t a step without a lot of unknowns, both personally and professionally. But I stand behind it being the best decision I’ve made. 

As a result, my advice to someone looking to get into the industry is to make the most of the highs and the lows as the story of how you get there is better than the end point. Not everyone will get into the same position in the same way; and there’s beauty in that, so keep going and try new experiences, you never know where you may end up.