In today’s fast-paced world, customers prioritise convenience, speed, and personalised experiences, driving the escalating demand for online food ordering, delivery, and takeout. While off-premise dining boasts advantages like increased revenue, an expanded customer base, and higher check sizes, some restaurant owners remain hesitant due to concerns about losing valuable in-person customer interactions. To address these apprehensions and empower restaurateurs to elevate their online ordering experiences, here are four insightful tips for staying connected with customers in the digital realm.
Tailor Your Platform Listing and Online Menu
Consider your restaurant’s page on third-party platforms as a virtual storefront—a canvas that needs to captivate potential customers. Infuse it with the essence of your brand’s voice and personality. Craft a compelling introduction that narrates the story of your restaurant, its culinary offerings, and your vision. The menu, the heartbeat of the experience, should showcase delivery-friendly, high-quality, and customisable dishes.
Engage potential customers through visually appealing content, such as high-definition images of your culinary creations. Complement this with imaginative dish names and clever descriptions that evoke curiosity. For instance, would you prefer ordering a “Large Cheese Plate” or a “Sweet Dreams are Made of Cheese Plate?” Descriptions offer a unique opportunity to let your brand personality shine in the digital space.
Harness the Power of Social Media
Social media stands as a potent tool for fostering customer interaction. Establish a connection with your followers through contests, giveaways, and user-generated content. Organise engaging photo contests, encourage customers to share their culinary experiences, and create custom hashtags exclusive to your restaurant. Use the platform to share behind-the-scenes stories, communicate hygiene measures, and introduce the faces behind your brand.
Invest time in nurturing your social media accounts to establish a genuine connection with customers. The organic growth of these accounts over time can serve as a cost-effective means to disseminate messages to your loyal customer base.
Infuse a Personal Touch in Each Order
Once an order embarks on its delivery journey, it’s essential to maintain a connection with the customer. Employ a point-of-sale (POS) system integrated with your online ordering solution to ensure precision and completeness. Timeliness and order accuracy resonate deeply with customers, making it imperative to get these aspects right.
Elevate customer interaction by personalising food orders. Consider including handwritten thank-you notes, short messages, or branded freebies like stickers or utensils. Thoughtfully branded packaging contributes to a unique ‘unboxing’ experience, potentially prompting customers to share their delight on social media.
Consider offering a ‘build your own’ meal option to provide customers with an ultra-personalized dining experience. This showcases an understanding of personal preferences without burdening your kitchen staff.
Actively Seek and Welcome Feedback
While reaching customers who utilise third-party services can be challenging, actively seek feedback through alternative channels. Utilise polls, surveys, and social media platforms to encourage customers to share their thoughts. Include a feedback card in delivery and take-out bags, complete with a custom QR code for seamless online submissions. Consider incentivizing feedback with discounts or coupons.
Monitor and respond to reviews on delivery platforms, transparently communicating actions taken based on feedback. For those with their own delivery service or online ordering app, leverage customer relationship management (CRM) data to send personalised offers, discounts, and feedback forms.
In conclusion, fostering customer interaction in the online realm may pose challenges, but it’s far from impossible. By tailoring your platform, leveraging social media, infusing a personal touch into each order, and actively seeking feedback, you can bridge the gap and forge meaningful connections with customers. Embrace these strategies not only to streamline operations but also to cultivate growth and customer loyalty in the competitive landscape of online food ordering.
