The Omni-Channel Restaurant is Future-Proof
In the current environment, the modern restaurateur must know the importance of providing a seamless customer experience. The omni-channel approach goes further than multi-channel. It means aligning all channels and making them work together to provide a seamless, streamlined customer journey. Simply put, no matter how a customer interacts with a restaurant, they will feel looked after and get a consistent experience.
Making a customer feel special these days is not unique, but necessary. In order to ensure your customers are taken care of, it is important to look at what’s working, as well as what isn’t. Technology is often feared in the hospitality sector, but in fact, it can be a key differentiator, helping restaurants reach more customers and integrate customer interaction channels. So, what does this mean and how can you successfully implement an omnichannel approach?
Benefits of the omni-channel approach
Reach more customers
It’s really quite simple. The more channels you have, the bigger the audience you can reach. Especially when you partner with third-party services that each have a large audience of hungry diners. In the delivery space, for example, partnering with multiple delivery services, the likes of Uber Eats, DoorDash and Grubhub, allows you to be on multiple platforms and take advantage of their combined reach.
While managing multiple partners may bring some new challenges, there are solutions that make your delivery process easier and that help ensure customers get the right order, piping hot and on time, by consolidating delivery orders and sending them directly to the POS or a single tablet.
Better customer experience
Omni-channel is all about creating a seamless experience across all channels of interaction with customers. This means that the customer will get the same treatment whether they come in to collect an order, dine in at the restaurant, or order online via a delivery partner. Although it is a challenge to set this up and run it smoothly, the result is a streamlined customer experience that delivers on the insatiable modern demand for convenience.
Another tactic that allows for an omni-channel experience is QR codes since they can be used across multiple platforms. They are also customizable, easy to implement and, most importantly, a real time saver for teams. And last, but not least, their use can be easily tracked, allowing brands to analyze ROI on channels where that was not possible before. Overall, QR codes are a great tool for merchants to connect with people and improve their shopping experience.
Better data flow
When implemented correctly, and with the right integrations between tech platforms, one of the biggest benefits of omni-channel is the data produced. With multiple channels aligned, you can capture more customer data in your POS, make sure it is accurate, and use it in various ways to improve your operations and marketing. Overall, integrating data can help you understand your customers better and offer a better service.
Build for success
In the short term, managing multiple channels seamlessly may require resource changes. You may need more staff to handle higher order volumes, but workers should spend less time on manual entry.
This is an investment in improving your business. Once you have it in place, you can optimize and create a leaner omni-channel machine.
The benefits of an omni-channel approach significantly outweigh the challenges. The sooner that you prepare your restaurant for the future, the greater your chances of success.