Takeout & Delivery Program Customer Experience
The customer-restaurant relationship can be compared to regular friendships and relationships. Like in any other partnership, customers want consistency, positive experiences and a touch of spontaneity when they feel like trying something new. As a business and restaurant owner, you should be consistently working on those factors to cater to your customers because just like in the other relationships- there are always deal breakers.
Service experience can be one of the biggest make-or-break factors for customers. Positive service means that the customer will be more likely to return again or recommend to friends and family. What many people can forget is that this extends to the online customer service experience.
More than ever, consumers are turning to the internet for convenience; and having an efficient online ordering service is a necessity. According to a 2019 article on Restaurant Dive, by 2020, 40% of total restaurant sales were expected to come from online takeout. And this estimate was made before the devastating effects of COVID-19 moved major aspects of life almost entirely remote or online.
- It is extremely valuable to have an online interface that makes the customer service experience easy, positive and accessible. Your interface should be clear! Customers should easily be able to see that you have online ordering available and understand how to use the site consistently on web pages and apps alike.
- Keep your brand and personality visible online! Brand preservation captures a customer’s attention and can remind them why they enjoy your restaurant so much in the first place.
- Ensure that the online experience parallels that of the in-store experience. Pick-ups should be just as easy and positive as ordering. This means providing procedures to make sure your customers are receiving their orders correctly and in a consistent manner.
These are just a few tips, as you continue working on your online ordering experience and personalizing your interface in a matter that best fits your business model! Keep your company’s goal or mission in mind and you may see an increase in customer loyalty, revenue and orders.
Check our other blog posts for advice and let us know if there are any topics you want us to discuss in upcoming posts!