A Micro-Experience is a seemingly imperceptible moment that creates a positive or negative Micro-Reaction.
What is a Micro-Experience?
“Where Should We Eat?”
From the initial online search until you pay the check, you will have subconsciously reacted to a multitude of tiny, inconsequential moments that will determine your overall impression, return, recommendation, and rating of a restaurant. These moments are called Micro-Experiences.
Think back on the last time you endured a less-than-stellar restaurant experience. When asked why you didn’t enjoy it, were you able to articulate specific details? Or was your response a vague, “I don’t know. I just didn’t like it.”
We’ll Sweat the Small Stuff
Just one dining event generates dozens of these micro-experiences, which cumulatively define your customers’ blacklisting–or raving endorsement–of your restaurant.
Since micro-experiences typically are subtle and subconscious, they can be difficult to articulate by your guests.
Management and staff often overlook or ignore it because they’re typically overwhelmed, exhausted, or simply unaware of how their restaurant is being perceived.