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Abandoned Reservation Recovery

Marketing Objective

Section titled “Marketing Objective”

Journey Triggers

Section titled “Journey Triggers”

Form Abandonment

Primary Trigger
  • Date and time selected
  • Party size entered
  • Contact info started
  • No confirmation

Availability Check

Browse Trigger
  • Multiple date searches
  • Time slots viewed
  • Table availability checked
  • No booking completed

Cancellation

Recovery Trigger
  • Reservation cancelled
  • Within 48 hours
  • No immediate rebooking
  • High-value reservation

Integration Sources

Data Sources
  • Website forms
  • TheFork (coming)
  • Phone system
  • Direct bookings

Journey Flow & Timeline

Section titled “Journey Flow & Timeline”

  1. Gentle Recovery + Free Gift (H+1)

    Email Wallet Pass
    • “Your table is still available”
    • FREE Crème Brûlée waiting for you
    • Digital pass with gift loaded
    • Smart Rule: Valid for next 48 hours only

    CTA: “Claim Your Free Dessert” →

  2. Assistance + Enhanced Gift (H+4)

    SMS Wallet Push

    Condition: No action taken

    • “Need help with your reservation?”
    • Upgrade: Free appetizer + dessert
    • Alternative times available
    • Push notification on lock screen

    CTA: “Reserve & Get Free Appetizer” →

  3. Urgency + Premium Gift (H+12)

    Email Wallet Push
    • “Only 2 tables left tonight”
    • Free bottle of house wine for your table
    • Real-time availability shown
    • Smart Rule: Min 2 people, valid Mon-Thu**

    CTA: “Book Now for Free Wine” →

  4. VIP Treatment (Day 1)

    SMS Email

    Condition: High-value profile

    • Complimentary chef’s tasting menu addition
    • Priority seating guaranteed
    • Personal welcome from manager
    • Smart Rule: Valid off-peak only**

    CTA: “Experience VIP Dining” →

  5. Alternative Path (Day 2)

    Email Wallet Pass

    Condition: Still no booking

    • “Not the right time?”
    • $20 gift card for future visit
    • Auto-added to digital wallet
    • Smart Rule: Valid Mon-Thu, expires 30 days**

    CTA: “Get Gift Card” →

  6. Feedback & Final Gift (Day 3)

    SMS
    • “Help us improve”
    • 1-question survey
    • Free dessert on next visit for feedback
    • Instant wallet delivery

    CTA: “Share & Get Reward” →

Gift Strategy

Section titled “Gift Strategy”

Gifts Under $10 Cost

Section titled “Gifts Under $10 Cost”
  • Signature dessert (Crème Brûlée)
  • House-made bread & spreads
  • Welcome cocktail/mocktail
  • Amuse-bouche from chef
  • Coffee & petit fours

Perceived Value: $15-25

Smart Redemption Rules

Section titled “Smart Redemption Rules”

Maximize Profitability with Controls

Configure gift redemption for optimal results:

  • Time Restrictions: Gifts valid Mon-Thu only (drive weekday traffic)
  • Party Requirements: Min 2 people for wine, 4+ for premium gifts
  • Expiration: 48-hour window creates urgency
  • Category Limits: Exclude premium menu items
  • Combination Rules: Cannot stack with other offers
  • Frequency Caps: Max 1 recovery gift per customer per month
  • Seasonal Adjustments: Better gifts during slow season

Performance Metrics

Section titled “Performance Metrics”

Recovery Metrics

  • Form abandonment: 70% → 42%
  • Recovery rate: 40%
  • Time to recovery: Less than 24h
  • Gift redemption: 85%

Financial Impact

  • Revenue recovered: $25K/month
  • Gift cost: 8% of check
  • Margin preserved: 92%
  • LTV increase: +18%

Behavioral Changes

  • Direct bookings: +30%
  • Cancellation rate: -25%
  • Completion rate: +45%
  • Return visits: +2.3x

A/B Testing Opportunities

Section titled “A/B Testing Opportunities”

Gift Types

  • Dessert vs Appetizer
  • Wine vs Cocktail
  • Single vs Shared items

Measure: Conversion rate

Timing

  • 1 hour vs 4 hours
  • Same day vs next day
  • Immediate vs delayed

Measure: Recovery speed

Channels

  • Email first vs SMS first
  • Wallet push timing
  • Multi-channel mix

Measure: Response rate

ROI Calculator

Section titled “ROI Calculator”

Input Metrics

Section titled “Input Metrics”
  • Abandoned reservations: 500/month
  • Recovery rate: 40% (200 bookings)
  • Average check: $65
  • Gift cost: $5 average

Revenue Impact

Section titled “Revenue Impact”
  • Recovered revenue: $13,000
  • Gift investment: $1,000
  • Net gain: $12,000
  • ROI: 1,200%

Additional Benefits

Section titled “Additional Benefits”
  • Customer retention increased
  • Brand perception improved
  • Word-of-mouth referrals