CASE STUDY USING INSIGHT TO GAIN A COMPETITIVE EDGE IN THE CASUAL DINING MARKET 2 NICK WHITE, CEO, Bistrot Pierre, explains: “Competition on the high street is ferocious, with a number of outstanding brands fighting for market share. Throw into this mix the ever-changing wants and needs of consumers and shifting market trends, alongside the importance of social media and online reputation, and it becomes clear that brands absolutely must track and understand their customer experience to keep customers coming through the door. “This isn’t a new focus for us, in fact we’ve been doing it for years, but not as effectively as we would have liked. The previous systems we’ve used either didn’t generate the volume of data we needed to get tangible results, or had confusi

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