I agree this is the crux of the point: "Short-term gains mask the problem that this approach does not get restaurants any closer to understanding who their guests are and how to think about maximizing the lifetime value of them." In a business where loyalty creates economic sustainability, current attempts to wring the profit out of high-income customers will inevitably impact the experience of all customers.
I agree this is the crux of the point: "Short-term gains mask the problem that this approach does not get restaurants any closer to understanding who their guests are and how to think about maximizing the lifetime value of them." In a business where loyalty creates economic sustainability, current attempts to wring the profit out of high-income customers will inevitably impact the experience of all customers.