Hype is Dead, Long Live Habits: Why 70% of Your Customers Ghost You (And How to Fix It) - Recorded LIVE at SERVICE 2026
What's the difference between a viral moment and a loyal customer base?
In this live panel from Service 2026, hospitality marketing leaders from Dave's Hot Chicken, Rolled, Cote, BlackRock, and Kerb reveal why 70% of guests never return, and exactly how to fix it.
Forget follower counts. This is about building habits that drive real revenue.
Recorded live at BrewDog Waterloo | Powered by Lightspeed
- Why 70% of first-time guests never come back
- The metrics that actually matter (hint: not followers)
- How to turn hype into sustainable habits
- Loyalty strategies that work (and don't require discounts)
- What to do with £10K in marketing budget
- Handling bad reviews like a pro
- The role of influencers in 2024
- Why your team is your best marketing asset
Laura Reed Marketing Director KERB
Anaïs Dixie Brand Manager Côte Brasserie
Keyana Mohammadi Head of Marketing Dave's Hot Chicken
JJ Miller Marketing Manager Rolled
Ruth Carpenter Sales & Marketing DirectorBlack Rock Restaurants
Hosted by: Chris Fletcher - Tech on Toast
00:00 - Intro: The 70% problem
05:30 - Why hospitality struggles with repeat visits
12:45 - Case study: Pizza Pilgrims' 10th birthday pilgrimage (£750K ROI)
18:20 - Dave's Hot Chicken: Building hype into lifestyle
24:10 - Coates' "Happiest Menu" campaign (100K new app users)
29:40 - The metrics that actually matter
35:15 - Why follower count is a vanity metric
41:50 - Loyalty without discounts: BlackRock's approach
48:30 - The £10K question: Where would you spend it?
56:20 - Biggest marketing shift for 2024
1:04:15 - Influencer strategy: Macro to micro cascade
1:12:40 - Handling bad reviews
1:18:30 - Empowering your team for hospitality excellence
🔥 "Don't manufacture loyalty—be worthy of loyalty." - JJ Miller, Rolled
🔥 "It costs zero pounds to know your brand." - JJ Miller
🔥 "Our job as marketers is to get people in, but if the experience doesn't match what we marketed, they're not coming back." - Anis, Coates
🔥 "Shit happens. Sorry. Here's how we're gonna fix it." - Ruth Carpenter, BlackRock
🔥 "Don't try too hard—guests can see right through it." - Kiana, Dave's Hot Chicken
- Lightspeed EPOS system
- Pizza Pilgrims' Naples pilgrimage campaign
- Coates loyalty app
- BlackRock's Polaroid fridge magnet strategy
#Hospitality #Marketing #RestaurantMarketing #CustomerLoyalty #HospitalityIndustry #FoodAndBeverage #PodcastNotes
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