An omnichannel experience refers to providing a closely-knit experience in the restaurant world, in terms of ordering food, branding and payment.
For example, when a person purchases an item through an online method and picks up the order from the restaurant, they should not experience any hiccups in miscommunication. The idea is to make the entire experience seamless. This is crucial, and according to Aspect Software, businesses that adopt this strategy achieve more than 90% yearly retention as compared to businesses that do not. According to Zendesk, having an omnichannel experience has become so crucial that customer expectations for restaurants to create one has risen by 90%.
The question arises: how can restaurants create a consistent omnichannel experience when customers jump from mobile device to brick-and-mortar to laptop and back? Wefee1, a customer management tool, helps connect disparate mediums into a single centralized platform, making customer management across channels a cinch. Here are 3 ways in which restaurants can ensure to implement a consistent omnichannel experience across channels, enabling you to meet customer expectations and your business goals.
1. Get personal
An omnichannel experience is more powerful when it is personalized. Having a loyalty program that is integrated on all channels, allows the customers to earn and redeem those rewards either in-store or online. When a customer does so, the restaurant is able to collect valuable personal data about customers and use that to engage with them in a relevant way. This data collected can be used to target marketing campaigns to deliver the right message at the right time and to personalize face-to-face encounters for increased customer satisfaction and retainment. According to Burberry, there has been a 50% increase in repeat customers due to this method.
2. Offer convenience
Your customers have busy schedules and due to that reason, they expect a quick and convenient way to order and pay for the food. This means having options to order ahead, skip the line and make payments via mobile wallet to save a considerable amount of time. According to NPD Group, this is one of the top reasons why consumers even use their mobile/laptop devices to order. More than 50% of their consumers make purchases in such a way. A great example of such is Starbucks, they take in 30% of transactions via mobile payment. Affording your customers these types of conveniences through omnichannel engagement is a surefire way to get them coming back time and again.
3. Go mobile!
Not doing so is unwise as it means to underestimate the power of mobile payments today. Business Insider Intelligence projects that mobile online ordering will be a $38 billion industry by 2020, so if you haven’t optimized your mobile app for engaging customers, now is the time!
It is crucial to update your application to include brick and mortar location information and menus and allow your diners to pay through the application from where they can access their loyalty rewards. Addressing your customers across all channels is a valuable tool for getting their attention. However, it becomes useless if you don’t manage these channels through a centralized platform. A true omnichannel experience provides a seamless experience through integrated communication and you can optimize this approach by pulling restaurant data analytics to personalize customer engagement and foster convenience through mobile accessibility.
Ready to build a seamless omnichannel experience for your customers?
Wefee1 is a customer engagement & loyalty solution that helps you adopt a winning omnichannel engagement strategy for your business. Book a free demo with one of our experts today to learn more about our tools!