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 LightspeedWhy 70% of first-time guests never come backThe metrics that actually matter (hint: not followers)How to turn hype into sustainable habitsLoyalty strategies that work (and don't require discounts)What to do with £10K in marketing budgetHandling bad reviews like a proThe role of influencers in 2024Why your team is your best marketing assetLaura Reed Marketing Director KERBAnaïs Dixie Brand Manager Côte BrasserieKeyana Mohammadi Head of Marketing Dave's Hot ChickenJJ Miller Marketing Manager RolledRuth Carpenter Sales & Marketing DirectorBlack Rock RestaurantsHosted by: Chris Fletcher 00:00 - Intro: The 70% problem05:30 - Why hospitality struggles with repeat visits12:45 - Case study: Pizza Pilgrims' 10th birthday pilgrimage (£750K ROI)18:20 - Dave's Hot Chicken: Building hype into lifestyle24:10 - Coates' "Happiest Menu" campaign (100K new app users)29:40 - The metrics that actually matter35:15 - Why follower count is a vanity metric41:50 - Loyalty without discounts: BlackRock's approach48:30 - The £10K question: Where would you spend it?56:20 - Biggest marketing shift for 20241:04:15 - Influencer strategy: Macro to micro cascade1:12:40 - Handling bad reviews1:18:30 - 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 ChickenLightspeed EPOS systemPizza Pilgrims' Naples pilgrimage campaignCoates loyalty appBlackRock's Polaroid fridge magnet strategy#Hospitality #Marketing #RestaurantMarketing #CustomerLoyalty #HospitalityIndustry #FoodAndBeverage #PodcastNotesKey Topics Covered:Featured Guests:Timestamps:Quotable Moments:Resources Mentioned:Connect: