Remove 2020 Remove Customer Experience Remove Customer Service
article thumbnail

Customer Experience in the Restaurant Industry: Reflections and Predictions through an AI Lens

Modern Restaurant Management

The restaurant experience was once solely comprised of human-to-human, in-person experiences. Then, in 2020, we saw the restaurant industry go through a major digital upheaval, spurred by the COVID-19 pandemic. Restaurants succeed or fail based on loyalty, which is a direct result of customer experience.

article thumbnail

Customer Service Trends in the Restaurant Industry to Look For in 2020

Modern Restaurant Management

Statistics show that 96 percent of consumers from across the globe say that customer service plays a critical factor in choosing a brand they’ll be loyal to. As a service-oriented industry, knowing what makes your customers tick and capitalizing on their preferences will allow you to provide top-of-the-line service.

professionals

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Why Setting Wait Time Expectations Is Key to a Good Customer Experience

Modern Restaurant Management

Those who are forced to wait longer than expected are 18 percent less satisfied with their experience overall. A 2020 study on the psychology of queuing states that consumers are consistently inaccurate at estimating how long they think they’ve been waiting for.

article thumbnail

Restaurant Insiders on 2020 Lessons Learned, Part One

Modern Restaurant Management

Modern Restaurant Management (MRM) magazine asked restaurant industry insiders for their perspection on 2020: What lessons did you learn and what do you feel the restaurant industry learned this year? In 2020 the restaurant industry learned that offering delivery and running an efficient operation is necessary to stay alive.

Staffing 155
article thumbnail

The 20/20 on 2020: Restaurant Experts Weigh In

Modern Restaurant Management

Modern Restaurant Management (MRM) magazine asked restaurant industry insiders and experts for their insights on what will impact restaurants in 2020 and the response was overwhelming. The biggest trend by far, for now, and going into 2020 is ghost kitchens (AKA delivery only, virtual kitchens, cloud kitchens, pick-up only, etc.).

article thumbnail

Five Keys to Success for QSRs Post-COVID

Modern Restaurant Management

There is no doubt that 2020 was a transformative year for the restaurant industry. It quickly became obvious that the brands best able to respond to the challenges posed by COVID restrictions and customer behavior changes were those with a strong digital foundation.

article thumbnail

How Restaurateurs Can Foster Employee Retention During COVID-Driven Labor Shortages

Modern Restaurant Management

Customer-centric. Customer experience management. In the wake of the pandemic, many restaurants have reshaped their entire approach to customer engagement prioritizing frictionless digital experiences, expanded delivery options, and increased health and safety precautions. between February and April 2020.