Final Report Video :

https://drive.google.com/file/d/1qxn8sUHc9w3ha9yFi8WK0pOVhv5yqeTc/view?usp=sharing

Klick review Final report

Real life scenarios:

Scenario1: Imagine yourself a restaurant owner who manages a successful restaurant ,then all of the sudden the pandemic hit, you are now forced to operate your business for to-Go orders only, after that you started to notice a big decrease in your sales, and you get confused about what is going on!, and you wonder why your online sales are not the same as or close to your dining sales?

Scenario 2: sometimes when you visit a restaurant you notice the store has a very low traffic ,even though the food and the service are great, and you start wondering what it is happening? there must be something wrong, or something needs to be done differently to attract more customers.

scenario 3: Some of the restaurants are being privileged of the great location that brings in a good organic traffic to the restaurant, but at the same time these restaurants usually pay a significant price for that location, the question will pop up to our minds, is there another way we can bring in more traffic, without paying extra amount of money for expensive location? Or if we did not get the best location in the city. Are there any other solutions that could help us compete against the other restaurants with more exposed locations?

scenario 4: Some of the restaurants pay a significant price to marketing agencies to help them promote their restaurants in a very crowded market, to help them stand out from the competitors, but these marketing campaigns tend to be efficient for a limited amount of time, then it will still require more capital to start new marketing campaigns, or extra money to sponsor the adds and finance the discounts and the rewards for the customers. you start wondering is there any other efficient way to attract more customers without the need to spend a lot of money on the marketing agencies?

What are the problems?

It is hard to stand out in the crowded restaurant industry.
It costs a lot of money and resources to be noticed in the restaurant industry build a good reputation and acquire new customers.
Having the great food and service is not enough to convince people to come a buy from you.
Customers have a big list of choices to chose from when they want to pick a restaurant.

After identifying all these problems my goal for finding the solution, is to find a better way to bring more attention to the restaurants at lower cost, and more importantly, giving the privilege to the less recognized restaurants to get more attention and attract more customers.

What is the solution?

klick Review came up to help the restaurants get more attention by mainly leveraging the existing customers to bring in more customers. by improving the ratings and review for the restaurants to help make the restaurants more noticeable in the crowded market. we are trying to bring the concept of one click review for the E-commerce stores to the physical stores and the restaurant industry.

Why Improving ratings and reviews?

The most proven and efficient marketing tool to prompt the business and build trust is the Word of mouth, and there is a new term in the marketing field called Electronic-Word Of Mouth or the E-WOM which are the reviews and ratings the customers leaves after using the service to express their satisfaction of the service provided. Reviews are perceived as an honest recommendation without any bias, it helps customers make their choices based on what they read in the review platforms. “A study from the University of California – Berkeley found that even a half star rating increase on Yelp can make it 19% more likely that your restaurant will be booked during peak hours. The stats don’t lie and it’s really quite simple – a good online presence will improve sales at your restaurant” (RestaurantClicks,2021)

How does the Klick review work?

We are going to use auto generated QR codes linked to every restaurant purchase and transaction. The customer scans the QR code to rate the service and write a review about his/her experience. the customer can write a review about his experience and rate the service in general. or he can have detailed sections to chose from to have a specific rating for each section and he/she can add a specific review to each section. the example of each section are the restaurant cleanness, the wait time for the food, the quality of the service, the quality of the food, the restaurant vibes. The customer will write a one Review that could be submitted on most of the reviewing platform, based on where the customer wants to publish his/her review in. The customer will benefit from the rewards and the points the restaurant gives and those discounts are applied immediately, right after the customer writes his/her review in the platform, he will receive a discount from the total of his/her current purchase.

Additional benefits:

Each restaurant will have an exclusive access to dashboard we create and manage. The dashboard will help monitor all the reviews and stay on the top of all the activities on all the reviewing platforms,such us Google reviews, Yelp, Facebook, TripAdvisor, Responding and handling the negative reviews is a key element of reducing the impact of the negative review on the overall rating, and make the customers feel they are being heard and their feedbacks are taken into a serious consideration .

The reason why we use QR codes:

QR codes are The most adopted technology after the pandemic hits, customers started to use touchless transaction .We started to see more QR Restaurant menus, and QR business cards, “As of March 2021, data estimates that about 60-65% of people use QR Codes on a daily basis for payment services, marketing purposes and other industry verticals”(keriganmarketing.,2021). The QR code has been in the market for long time, but people have adopted it more during COVID, which it makes it less expensive for our business to educate our customers on how to use the QR code .The auto Generated QR code work as a reference and it is unique to each customer and each transaction which helps eliminating the fake reviews and have more transparency in our operations .The QR code are easy to scan and use, the customer can simply point his camera toward the QR code and it will take him straight to the reviewing page were he can enter his rating and his feedback and submit his review .

Customer segment:

My customers are restaurants with all types of cuisines within New York City area, my customer segment includes all the restaurants and bars, food trucks, and the pop-up restaurants. And we will exclude all the franchises. My segment includes Restaurants with reviews of 3 Stars and up, with less than 100 reviews in All of their reviewing platforms yelp, google review, and Facebook. the Reason why I have picked New York city , because of the big number of restaurants according to the Office Of The New York State Comptroller “New York City’s restaurant industry had 23,650 establishments in 2019, provided 317,800 jobs, , and made nearly $27 billion in taxable sales” but more importantly the market potential in New York is increasing day after day more than any other place in the united states with the rate of more than 3 restaurants opening every day. According to New York restaurant Databass “Close to 700 restaurants opened their doors between March and May 2021, according to the latest available data from Yelp, and more than 1,000 opened over that same period in 2019” (NYEater,2021).The divers pool of restaurants in the city gives my company the privilege to work with all type of restaurants .New York City market has a mix of all types of restaurants such as militia generations restaurants, small restaurants , fast foods , different cuisines, food trucks. The diversity of my market pool means more opportunities and high potential of growth .

Value proposition:

My business is different than other business in the market because Our job is not to re-invent the wheels by creating new reviewing platform , our job is to facilitate the current process of writing a review. And increase the revenue . leverage the generated data from the reviews to improve the performance, attract and acquire more customers. Our value Propositions are :

Easy is the first selling point of my business idea ,and the key differentiator is by simplifying the way of writing a review, by re-designing the whole reviewing process to make it easy, and encourage the restaurants customers to leave a review after being serviced. The easiness of our re-designed process starts from using the auto generated QR codes that are easy to scan and use. Other thing that we made easy is the dashboard we created to manage all the reviews in all the platforms to help monitor and measure performance in a simple and easy way.
Quick, living in a fast moving world ,speed is essential and important to stay relevant to the customers, and make them willing to take the time and write a review for the restaurants if the job is not going to take them too long to get it done. My business has won the battel of speed and improved the process not by minutes but by seconds!, after testing we found out it takes an average of 3 to 7 minuets to leave a review. now it is taking less than a minute .
Transparency means trust, our platform promotes trust , not just by words but more importantly by actions, and the way we do it by linking each transaction to its own QR code by doing that we are eliminating the fake reviews, making every review posted in the reviewing platform through our channel, more legit and trust Worthey .
Data driven Reports will be our market distinguisher from our competitors, by improving the performance of the restaurants reviews based on the data collected, to measure the performance and track the improvement , because we 100 percent believe in the statement “if it is not measured ,it is not improved”.

Channels: kilck Review Platform and dashboard are the main communication channel, where we are going to interact with our restaurants, it is the palace where the restaurants owners log into , interact with the different date, communicate with our team for any inquiry or feedback , and it is the place where the restaurant managers will get their reports and schedule for one to one consulting service.

YouTube and Instagram : are the places where we are going to deliver some free content to build more credibility and for our customers to truest our expertise and buy our services , and consider as the place where they should go to whenever they have inquires in the field of our expertise .

Customer relationships:

Automated service : the auto generated QR codes are main relationship with our customers ,our relationship with our customers is that, they will depend on our service to automatically assign each transaction to a new generated QR code to be used to submit a new review .
The personal assistance: we are going to provide a chat box in our platform to stay in touch with our customer service, and we are going to have experts ready to answer our customers question and inquires .
Performance reviews: we are going to have monthly performance reports to help the restaurant mangers track an measure their performance .

Revenue streams: it will be a 15-day free trial with limited access to try our services. Some of the other services will not be offered in the free trial, such as free consultation to minimize the cost of providing free services, and it will encourage the potential customers to buy the service to benefit from exclusive offers we have for the paying customers,

I have two formats of generating income either by transaction and getting 30 cents for every review collected , or paying $69.99 for the full access to the platform with the monthly reports and the access to the live webinars.

Different rates for One to one consultation service for a better review performance , and how to use different techniques to respond to negative reviews and increase the star ratings .

Key resources: My main resource is my website and my platform that I will create. my job will be mostly centered around improving the platform and adding more features and making it easy, effective and efficient to use by the customers .

human capital will be the most important resource I would have, that will include all of the front-end and the back-end engineers ,my programmers ,Data analysist are the main people I will depend on to help create the algorithms for the performance reports. Operation managers, my sales and marketing team .my accounts and finance employees

** My Team will grow by the growth of my business, most of my employees will be outsourced or hired part time till a full time position needs to be filed based on my business need .

financial Capital : that will include all the investments and my assets that will be needed to start and run the business .

Key activities: After the confirmed purchase from the restaurant, the customer will scan the auto generated QR code in the bottom of the receipt or in the tablet next to the register , the customer will have the option of writing his own review, or selecting the key terms that expresses his satisfaction or dissatisfaction of the service , the customer will have different templates to pick up from, and he can edit it on his own way to match his feedback of the service provided . The customer will select the reviewing platforms he wants his review to appear on, by having one review for all the platforms. The customer review will appear in the selected reviewing platforms after 24 hours, to encourage honest and the unbiased feedbacks.

The customer will have the option of selecting the language of the review and our platform will automatically translate the feedbacks to English if the review is submitted in a foreign language .

Restaurants review dashboards will help the restaurants monitor their revies on all the platforms they will get notifications when they receive new feedback, it will help them answer to the positive and mainly the negative feedbacks, the customer will receive a monthly performance report with all the suggested future steps for the improving in the next months

Key partnerships: collaboration with yelp, Facebook, google and TripAdvisor, Doordash ,UberEats ,Grubhub . our business it to collaborate with all existing online reviewing platforms, our business strategy is not to compete against these business , but our project is the tool and the channel that helps restaurant improve their reviews and their performance on these reviewing platform. we will have a strategic relationship with our partners to increase the activity on their platforms, and generate more reviews on those platforms and help them reduce the fake reviews on their websites, to be more trustworthy and depend on our service to reduce the fake reviews and promote the different reviewing platforms .

Cost structure: platform/ website creation and maintenance would be my most initial high expenses. My MVP did not cost a lot as I have tried to do everything manually ,but for my real project and my platform, I will get the help of freelancers ,and prat time workers and will outsource some of my labor such as customer service form overseas . I will not hire full time employees until it is required .I will grow my team by the growth of my business to match my expenses with the increase of my profit .

Operation cost at my first years of operation. I will lower my operation cost to mainly invest the most of my money to prove the concept, and get more investors to invest in my project. My operation cost will be mainly my office rent, utilities and the supplies, and the salary of my full time and part time workers.

Marketing cost: at the beginning it is expected to cost me so much to pay for ads ,Promotions , Google SEO to promote my business and encourage my potential customers to invest their resources to acquire my solutions .

Testing and executing:

To empathies with the current situation and help measure the improvement and The result of my proposed solutions, I tried to experiment the way we write comments and leave reviews , and see how long it would take me to leave a review and rating on the reviewing platforms , I had to login , type in the restaurant’s name, look for the restaurant’s profile on the platform, type in the review then submit it. It took me around 3 to 7 minutes to leave a review , and the time varies based on the review platform I am trying to post my review in .

I started to brainstorm some ideas and my initial thought was to re-design the process, and find a better way to shorten the time , make it easy and quick to leave a review for the restaurant,

I cam up with my first idea of creating new review platform, but after thinking about the competition and the purpose of my solution, I quickly found out that my idea is not solving the problem, because I am trying to re-design the process and not create a new reviewing platform. After giving it more thoughts, I came up with the idea of using the registar tablets as a way to enter our reviews, and our credit cards/debit cards could be used as a unique identities to quickly login to the review platforms and leave a feedback .My first question was: is it doable to use our credit card and debit cards as unique identities, to login to the review platforms just by swiping our cards in the registrar machines or tapping our cards on the payment machines . I Started to do some research by myself ,then I decided to reach out to my friend Abdou who has a masters degree in computer science to ask him if it is doable to use the payment cards as a unique identities, is it safe ? and what he thinks about the idea in general?

I called Abdou and told him about my project and the question I wanted to ask him , and he asked me to give him some time to research how this operation could be done technically . after couple of days he got back to me saying “the technology requires expertise in Networking and programming but it is still doable” . Then he brought up something I did not think of before, which is my customers concerns about releasing their cards information to be used in different reviewing platforms . he said the convenience and ease to quickly login to a website or quickly leave a review is still not enough to make someone be willing to release his credit/debit card information. Then my friend Abdou suggested to use a different technology,which is the QR codes, he said “why do not you use the auto-generated QR codes , create a unique identity for each purchase transaction, and have the restaurants scan the QR code and be directed straight to the reviewing platforms”. Right after I was done with my conversation with Abdou, I started searching and getting myself more familiar with the auto generated QR codes and how they could be used in my business . I reshaped My idea again, and instead of using credit/debit cards as unique identities. I adopted the idea of my friend using the QR code as the core concept of my business idea, with different twist ,on how it should be done.

The two Other people I have interviewed were Craig and Aissa , they both have experience in the service industry , Aissa has an Airbnb short term rental business ,and Jet ski rental business . and Craig used to run a restaurant and a catering business. after presenting the Idea to both of them Aissa was encouraging to pursue my business Idea , saying that in the service industry when no one knows about the service you provide , customers will trust the reviews more than anything else , and he told me how the positive reviews impacted his business specially when he was starting up , it was hard for him to bring in more customers because he was new to the industries and he had no reviews , he had to sacrifice his margins to bring in more customers and ask them to write him a review so in the future he can bring in more customers organically without the need to lower his prices . Craig told me that he has seen a big adoption of the review and the rating culture with the new generations, and he told me how this culture became very essential to the successful of his business. Craig told me how It was so desired from him to get more reviews but he did not find the right system to encourage his customers to do so. And he thinks my idea will be the solution to encourage customers to write more reviews after being serviced.

Testing

Testing was a very constructive process for me, trying to create everything manually and bring in my new process design from the paper to the real life gave more perspective on how my idea could be improved before launching . My main goals of testing my project was to test the desirability of my customers to adopt my idea , the functionality of my process and the feasibility of the invented process. I created a QR code that the customer could scan and it will direct him/her to the reviewing platform. I linked the QR code with restaurant profile on yelp so the customer will not waste his/her time searching for the restaurant profile on yelp ,and I connected the QR code to my email to receive all the reviews that I will post on the platforms after 24 hours of being submitted . I designed the QR code with a message inside saying 10% off ,means when you answer the survey you will receive percentage off from the total bill. I lunched my Project starting by my friends to see if they could scan the QR code and access the platform and write their reviews . everything went smooth everyone was able to scan the code and leave the review. I received all of my friends reviews in my email . My other experiment was joining the a community service that provided a thanksgiving dinner to a small group of people, after talking to the organizers they allow me put my tablet that displays the feedback QR code , in the middle of the dining hall . The response was around 50% because I did not put any incentive to leave a feedback it was completely voluntarily.

My last scheduled experiment is my neighborhood Deli next week. I pitched the idea to the owner he liked my idea, but he was hesitant about to process the discount. after and I told him I will pay for the discount when his customers scans the code and agrees on leaving his review on the platform . I have scheduled my Experiment for next week after the end of the shift to try my business idea and see how his customers will react to it .

References:

Why is 2021 the Year of QR Codes?

How To Improve Restaurant Ratings

https://www.osc.state.ny.us/files/reports/osdc/pdf/nyc-restaurant-industry-final.pdf

https://ny.eater.com/2021/7/23/22526288/nyc-restaurant-renaissance-restaurant-openings-2021

http://archive.nytimes.com/www.nytimes.com/interactive/dining/new-york-health-department-restaurant-ratings-map.html

Appendices: Proof interviews of Testing:

Klick Review BMC

Imagine being a restaurant business owner who used to have a decent income from good traffic coming into you restaurant , your food is great , And you have being serving your customers in the best way possible , than all of a sudden Covid hit, then you were forced to serve only to half of your dining capacity, then you have to Do to-go orders only , After a while your sales started to decrease and less people are buying from you , your started to ask why less customers are buying from me, even though I have the greatest service and the best food . The simple answer is you were not putting enough attention to you virtual presence on the online platforms. or maybe you were aware of that, but you did not have a solid system put in place to leverage the traffic coming to your store to help shape your online presence and drive in more customers.

My platform Klick Review is the solution for this problem and other restaurant with the same problem. Generating more quality review is one of the best solutions to improve the virtual presence of the restaurant, and make it stand among the crowd, and leverage the existing customers to bring in more customers. By simply making it easy for customers Visiting the store to review the service provided, quickly and easily. We are trying to bring the concept of the one click review on the E commerce websites to the restaurant industry. My platform will have an auto generated QR code in the bottom of the receipt that will lead the customer straight to our platform that has ready-to use templates the customer will select from based of his satisfaction of the service, and with one click the customer could pick what review platforms he wants to publish his reviews in. this will be a win-win situation for the restaurant to generate more reviews and for the customer to benefit from the rewards and discounts of the restaurant. With a premium service fee the Restaurant could benefit from a monthly detailed performance analysis based on the feedbacks provided by the customers.

Customer segment:

My customers are restaurants with all types of cuisines withing New York City and Jersey city area, including all the food trucks and the franchises, Restaurants with reviews of 3.5 Stars and up, with less than 100 reviews in All of their reviewing platforms yelp, google review, and Facebook .

Value proposition:

Increase the number of quality reviews for successful restaurants by leveraging the customers coming to the store to bring in more customers. Improve the virtual presence of the restaurant drive in more sales from the online ordering platforms such as UberEATS , Grubhub and Doordash . We will make it easy and quick to submit a review through easy template, and have one submitted review to be published in all the selected platforms by the customer. Eliminate the Fake reviews by the unique auto generated QR code after every transaction.

Channels: kilck Review Platform, The autogenerated QR cods in the bottom of the receipt, consultation to improve good quality reviews for the restaurant, monthly performance analysis of the restaurant reviews

Customer relationships: The customer will benefit from the immediate bonuses and cost reduction of the service the restaurant provides, after reviewing the service.

Customers will earn different budges for the number of the reviews they submit on the platforms.

Great way to show appreciation of the service additional to the verbal compliments and tips.

Revenue streams: it will be a 15 day free trial, then having the restaurant select between 30 cents for the review, or a flat rate of monthly membership of $69.99 including monthly performance analysis of the restaurant reviews

Key resources: the platform, website, human capital(engineers, accountant managers ), financial Capital (investments )

The customer will have the option of selecting the language of the review and our platform will automatically translate the feedbacks to English, if the review is submitted by a foreigner.

Key partnerships: yelp, Facebook, and google and TripAdvisor , Doordash ,UberEats ,Grubhub

Cost structure: platform/ website creation and maintenance , Operation cost ( salaries , rent ,office , utilities ) Marketing cost ( ads ,Promotions , Google SEO ), Financial cost ( Debt and credit payments)

Klick Review presentation

Customer Discovery

Problem definition absence of a strong virtual presence, and weak online operations
Why is the problem important: the problem is important because as we are still going through the covid crises so many small business and retail stores have suffered from the shut down and they have lost a big portion of their revenue because they just they do not have a strong strategy to operate virtually the same as their strategy to operate physically

Alternative ideas & Feedback

After the ideation process I have decided to narrow down the list of proposed solutions : trying to leverage technology to make an easy quick way of rating a service that could be done in few seconds , the idea uses the same concept of buying a product online with just one click we will try to make customers review and rate a product with only one click .

Taken together: what did you learn overall.

People do not have time to rate a good service or a bad service
Some of the stores do not monitor their ratings and their review online .
Rating and review are always stereo typed to be for fancy restaurants and brand and people do not rate the fast foods and small business .
People rate and review only at the extreme disappointment or satisfaction of the service. and they will do it after every time being serviced it it was easy and quick to review online.

Describe here the new solution : each one of us is using a credit or a debit card when buying a product or using a service , this could be used as a unique identity ,which is the personal credit or debit card, we can integrate a rating system that woks just by sliding the credit card then clicking on the words that represent our satisfaction of the product or a service provided , it will take few seconds to review , than the review will be uploaded to the business website, and the rating websites like yelp, and those reviews will appear on those websites instantly .