Having new-technology like portable phone ordering plus tracking, ordering kiosks, custom mobile software, table location working with cell phones, on-line only ordering and also a host of additional technologies designed especially for improving the customer experience sounds just like a great idea… but are they?
Typically the rise and increase of the restaurant and even eatery since 2007 is wonderful and everyone likes to take in in them. Nevertheless there are the substantial quantity of potential customers that are unable to use those solutions no matter precisely how they try. Plus it’s not really their fault!
Presently there is no hesitation that technology may improve customers expertise. There is a new substantial percentage involving customers which are not from all savvy with using technology and that is a problem. Look at the value regarding fast food dining establishments in the UNITED KINGDOM in 2017 intended for fast food including takeaways alone was obviously a massive �5. one Billion but accumulated across the complete sector to more than �14 Billion and even even what is apparently smaller percentages involving potential customers adds up to huge loss of company.
While 56% regarding consumers between the age of 45-64 do use technology in dining places that leaves a huge 44% of that will age group that perform not use technological innovation. Indeed, to the US around 65% of customers over fifty-five prefer to end up being served by ready staff.
Careful thing to consider of how plus where technology is employed to improve customer experience is the key consideration with regard to its success, all things considered who wants to be able to ignore up to 44% of customers as the technology was poor? Remember that the particular National Restaurant Connection says that the particular number one feature cited by ‘baby boomers’ was a loyalty and returns program so including that in to customer experience technological innovation creates a win/win situation when appealing that sector regarding customer in to your restaurant or perhaps business.
It will be noted that inside of the UK the particular government has furnished national statistics about personalized wealth by grow older where the normal liquid wealth was at its highest in between age 55 to 64 so this makes a great package of sense wherever technology could always be introduced as some sort of customer interface that will the technology itself does not turn away the most prosperous people with disposable income in UNITED KINGDOM from any eating place or business.
Creating a focus towards cell phone ordering is excellent for that younger years, several readers might know friends above 55 that fight daily with their cellular phone. Deloitte suggest that there has recently been a substantial enhance of smart cell phone users over fifty five between 2012 in addition to 2017 by since much as 71% change but that will certainly is zero real reflection associated with how many involving those over 55’s use the telephone for smart applications. In fact, Deloitte estimates that with least 1 out there of 4 buyers aged 55+ who have smartphones have never downloaded a single app. With that level of app utilization in the 55+ age group those problems with regard to restaurant technology at present remain high in the agenda nevertheless seem largely unaddressed by developers and most often overlooked by restaurant workers.
It is likewise worthwhile noting from a recent ‘greenlight’ survey that where internet is worried the over 55’s currently spend above �14 Billion by means of to shop online and usually are the fastest developing demographic in this place but they tend to be largely ignored by simply retailers and restaurant customer facing technological innovation development by manufacturers. Bear in head also that ‘greenlight’ also commented of which for 65+ group that spending actually reduces compared in order to the customer inside the 55 to be able to 64 age team. Understanding tech trends can help to identify which technology will assist or hinder of which demographic with the producing increase in sales.
But technology inside restaurants is certainly not just in regards to the front of house consumer experience, additional attributable technologies now appearing in restaurants that directly contribute to the general customer delivery of quality service such as staff monitoring that can give key metrics regarding staff efficiencies to improve service stages and reduce fees accordingly.
Thinking concerning current trends in which a similar demographic regarding 55 to 64’s is involved the transaction process can also be a hurdle. While many more recent payment methods may well involve mobile pay, or server tablets, kiosks or programs, consideration has to be able to be given to be able to the end results those systems could have in deterring the 55 to 64 age group from visiting virtually any restaurant.
It truly is very clear that over time youthful generations will eventually migrate to appearing older technology experienced customers but disregarding the important fifty-five to 64 age groups is not recommended if the restaurants are providing to that market already.