The turn of the year is a good opportunity to look both backwards and forwards at the industry. We’re quite pleased with how our 2019 predictions have evolved through the year. For example, we are seeing a growing focus on nutrition and health, which will evolve further, focusing on the supply chain, as well as what’s in food.
At the beginning of 2019, we talked about growing loyalty through hyper-personalisation and the value of giving consumers choice rather than trying to control them. Excellent customer service is always important and with Millennials starting families and heading up household accounts, it becomes more important than ever to offer a personalised service. In our 2020 predictions, we’re looking at how data, both internal and external, can help with this.
We’re also looking at how other technologies can help improve customer service further, as well as delivery, which is fundamentally changing the game for restaurants. Emerging technologies are becoming more established and operators are learning how to use them to enhance their businesses. Brexit notwithstanding, 2020 should be an exciting year for operators who want to use technology to grow.
It’s not as catchy as: ‘When is a door not a door?’ (answer, when it’s a jar) but it speaks to the idea that in-car collection, and the technologies that support it, are flexible enough to bend to the needs of a business and its guests.
Delivery can be daunting to the uninitiated, and it might be tempting to sign up with a third-party ordering aggregator that offers the service, such as UberEats, but other options could suit your business and brand better. Here we present three different ‘levels’ of delivery, starting with the most basic – and cheapest method: doing it yourself.