The Restaurant business is set for a revolution in technology but could there be looming problems?
Having new technology like mobile phone ordering and tracking, ordering kiosks, custom mobile apps, table location using cell phones, online only ordering and a host of other technologies designed specifically for improving the customer experience sounds like a great idea… but are they?
The rise and rise of the restaurant and eatery since 2007 is wonderful and everyone loves to eat in them. But there are a substantial number of potential customers that cannot use those technologies no matter how they try. And it’s not really their fault!
There is no doubt that technology can improve customers experience. There is a substantial percentage of customers that are not at all savvy with using technology and that is a problem. Consider that the value of fast food restaurants in the UK in 2017 for fast food including takeaways alone was a massive £5.1 Billion but adding up across the whole sector to over £14 Billion and even what seems to be smaller percentages of potential customers adds up to massive loss of business.
While 56% of consumers between the age of 45-64 do use technology in restaurants that leaves a massive 44% of that age group that do not use technology. Indeed, for the USA around 65% of customers over 55 prefer to be served by waiting staff.
Careful consideration of how and where technology is used to improve customer experience is a key … Read more