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Adam Ochstein, CEO of Fishbowl, is a believer in the enduring power of email marketing and data-driven personalization. Through his insights and initiatives, Ochstein is reshaping how restaurants connect with their customers and leverage technology to drive brand awareness, customer acquisition and loyalty.
Fishbowl is the CRM platform for over 50,000 restaurants. In a digital age dominated by social media and fast scrolling, the CEO believes that, when executed effectively, email campaigns can serve as a powerful tool for cultivating brand loyalty and generating business.
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“Email marketing is still very important for restaurants,” Ochstein told Shawn Walchef, host of Cali BBQ Media’s “Restaurant Influencers.” “If you get emails from a restaurant and it’s well crafted and concise, or has a relevant offer, it works.”
In 2023, Fishbowl introduced its new CRM and marketing automation platform, Delightable. For Ochstein, it represents a fundamental advancement in guest data management for the restaurant industry.
The Fishbowl team recognized the fragmented nature of customer data across various platforms (POS systems, reservation databases, online ordering portals, and more) and sought to consolidate this data into a comprehensive, usable resource. Delightable aims to be the central repository of guest information, enabling restaurants to leverage comprehensive insights for personalized marketing and improved customer experiences.
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“If I’m a marketer, I want to have this single version of the truth for all of my guest data,” Ochstein said. “Let Delightable/Fishbowl be the CRM or system of record for all guest data.”
Ochstein took inspiration from his experience as a Marriott Bonvoy member and offers that level of personalized service to restaurant guests through Delightable, leveraging customer data to anticipate preferences and improve experiences. By leveraging even the simplest information, such as seating preferences or dining habits, Ochstein believes restaurants can create tailored experiences that resonate with individual guests.
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“I think guests are willing to share data as long as they derive value and benefit from sharing that information,” he explained of his vision.
As technology continues to shape the future of dining experiences, Ochstein and Fishbowl’s insights and initiatives are looking to shape industry standards and improve customer engagement strategies across the restaurant landscape.
“Keeping your restaurant brand top of mind is always important.”
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