Customer experience set to reach new levels

Restaurants value loyal customers – and the industry now needs them more than ever. Did you know:

18-30% – increase in spend and visits attributable to loyalty programmes
6% – average difference between loyalty and non-loyalty checks
5-17% – percentage of total revenue driven by the most loyal 2-17% of customers.*

In addition, the level of inflation at which customer check size drops is 10%. Which is just about where we’re hovering in the UK at the moment.

Chris Cartmell, Chief Commercial Officer for NFS restaurant technology, said: “Clients want a more integrated omnichannel approach to client engagement, loyalty and feedback. Discounting to incentivise also needs a rethink.”

In response to this demand, NFS – provider of Aloha restaurant management software – have selected top customer experience platform Paytronix Systems Inc as their UK and Ireland partner.

NFS clients include top brands such as BrewDog, Dishoom, Marugame Udon Europe and Gaucho. Paytronix seamlessly integrates with Aloha, improving client engagement, growing revenue and a better picture of client spend and preferences.

Chris said: “The secret of putting your restaurant at the heart of a friendly community is to combine a great epos system – that provides excellent customer service including tableside ordering and payment, or kiosk ordering – with a customer experience platform.”

Happy Latin American waitress serving food to a group of clients at a restaurant – food service concepts

This bolsters and grows your restaurant’s loyalty community in 5 ways:

It allows you to provide a truly customised one-to-one journey for your guests, combining data and marketing automation in one dashboard.
You can personalise digital marketing to a customer’s behaviour and connected to their actual guest spend.
You can create and deploy omnichannel marketing campaigns in minutes, using core design options that suit your customers’ needs.
You can encourage increased order frequency by offering combined services – for example, restaurants who combine online ordering and loyalty programmes together report that order frequency rises by 18%.
Loyalty becomes more enticing to customers. A system that integrates epos and customer experience platforms gives them more ways to enrol and provides more promotion types. The best practitioners say they gain guest participation of 50 to 70%.

Aloha – used by 140,000 outlets worldwide – enables tableside ordering and payment, swifter seating and table turn, stock and labour control.

Chief Revenue Officer of Paytronix Charles Gray said: “Today’s market requires a strong technological solution to meet the changing needs of restaurant guests.”