The restaurant industry is continuing to adapt to the challenges presented by the current global pandemic. As cities and states restrict in-person dining at restaurants, brands are evolving their pickup and delivery models to meet new customer needs and expectations. Brands with mobile and digital ordering platforms can win more business in this current marketplace via digital orders, delivery from web orders, initiating app-driven pickup orders, and more. Tillster’s Chief Marketing Officer, Hope Neiman, shared her advice for navigating this current, unprecedented restaurant landscape with QSR.
Here are the best practices Hope shared:
1. Customers prefer and seek fully contactless transactions. Brands should ensure their digital interfaces include “contactless delivery” as an optional field and allow for customers to upload photos or directions as needed. In addition, mobile apps and websites can be configured to enable customers and deliverers to communicate to ensure that both parties address any concerns or confusion.
2. Brands should alter their staff and hours to meet customer demand. For example, while demand for breakfast is down due to fewer people being on the go, curbside pickup and dinner delivery are up as whole families are sheltering in place. Brands should rearrange their operations to respond to these trends.
3. Customers are looking for convenience. Consumer behaviors have changed. People are less willing to travel for food and, instead, are opting for food from the nearest restaurants. Make it easy, and remove delivery fees if economically possible.
4. Take care of staff and customers alike. The hourly restaurant worker is being hit hard by COVID-19. The smartest and most well-positioned brands are opting to ensure the financial stability of staff and reaping visibility benefits. And, consumers are paying attention to your brand's efforts to take care of health, hygiene, and people during COVID-19. This crisis creates the opportunity to reach out to customers to show how you are caring for their welfare around efforts in safety, cleanliness, worker protections, and social distance planning.
To read more about best practices for restaurant brands during the coronavirus outbreak, read the full article at QSR, and for more information about Tillster’s solutions, contact our team.
