S2E22 - Building Connections Through Feedback with Zack Oates

About this Episode:

Zack Oates, Founder and CEO of Ovation, discusses the importance of human connection in the hospitality industry. He introduces Ovation, a platform that helps restaurants collect feedback from guests and improve their operations. Zack shares his journey to Ovation, including his experience in startups and the lessons he learned from dating. He emphasizes the value of recovering upset guests and building connections with customers. Zack also discusses the highs and lows of entrepreneurship and the importance of celebrating and practicing gratitude. He shares his future plans for Ovation and his personal goals.

Additionally, Zack discusses the importance of customer feedback and how it can be used to improve business. He emphasizes the need for businesses to actively collect and analyze customer feedback, and shares strategies for using this feedback to make meaningful improvements. Oates also highlights the role of technology in the customer feedback process.

Takeaways:

• Human connection is essential in the hospitality industry.
• Ovation helps restaurants collect feedback from guests and improve their operations.
• Recovering upset guests can lead to increased loyalty and revenue.
• Celebrating and practicing gratitude are important in navigating the highs and lows of entrepreneurship. Customer feedback is crucial for businesses to understand and improve the customer experience.
• Collecting and analyzing customer feedback allows businesses to identify areas for improvement and make data-driven decisions.
• Using customer feedback to make meaningful improvements can lead to increased customer satisfaction and loyalty.
• Technology, such as Ovation's platform, can streamline the customer feedback process and provide valuable insights.

Timestamps:

00:00: The Importance of Human Connection 01:17: Introduction to Ovation 06:02: The Guest Experience and the Importance of Convenience, Consistency, and Connection 09:50: Zack Oates' Journey to Ovation 17:00: Lessons from Dating and Building Connections 20:19: Collecting Feedback and Improving 24:35: Ovation's Product Journey and Customer Success 29:21: The Value of Recovering Upset Guests 34:11: Navigating the Highs and Lows of Entrepreneurship 39:23: The Importance of Celebrating and Enjoying the Journey 45:08: Practicing Gratitude and Finding the Hand of God 46:07: Future Plans for Ovation and Personal Goals 10:30: The Importance of Customer Feedback 20:15: Collecting and Analyzing Customer Feedback 30:45: Using Customer Feedback to Improve Business 40:20: The Role of Technology in Customer Feedback 47:32: Where to Find Zack Oates