Customers are expecting more from their shopping experiences these days. One of the expectations is being treated the same way across all channels and platforms a business is using to interact with the customer. This is called an omnichannel strategy, and here's why businesses should follow it.
Working in a restaurant or a café means navigating in a fast-paced environment. Greeting new customers and taking their orders to the kitchen while other customers are waiting at their table for the possibility to pay... All this requires paying attention to a lot of details to ensure everyone has as good customer experience as possible.
Luckily there are several technology solutions for the industry that can make these processes easier. We have picked our top 5 hospitality trends for 2021 that we think will break it this year.
Let's face it: dealing with paper receipts is difficult. They tend to become creased, their ink faded, and more often than not they are hiding somewhere the moment you would need them.
As a small business it might feel overwhelming trying to find ways to compete with larger corporations. After all, small businesses have a harder time competing with fundamentals such as price, since they don't yet have the same market share or buying power that larger businesses do.
However, this doesn't mean there aren't any areas where small businesses could put up a fight – and in some cases smaller size can actually grant a better chance for succeeding.
Even though restaurants and cafes don't typically have membership programs like retail businesses do, it doesn't mean it would be impossible for them to identify their loyal customers.
But before we get into how that can be done, let's discuss why this is important.
If you are not entirely sure what is meant when someone talks about sustainability, you are not alone. It can be especially confusing when thinking about sustainability in the context of a business: Is it possible to be sustainable and profitable? Or is it mainly just a PR trick?
While businesses are going through digital transformations, consumers are becoming more concerned with data privacy. Implementing digital processes is necessary for a modern business, but you need to be cautious to not scare away your customers.
This is where building trust becomes a key practice.
More and more customers make purchasing decisions based on their personal values. According to IBM Research Insights, the number of purpose-driven consumers has caught up the segment of value-driven consumers, consisting of those who shop with their wallets in mind, looking to get the most value for their money.
Over 80 percent of people say it is important that companies work for improving the environment, according to a 2019 global survey by Nielsen. Brands are moving beyond the usual standards of sustainability, such as recyclable packaging or paper straws, and customers are more aware than ever in wanting to bring their money to companies that share their values.
As with most things, change can be difficult for consumer-facing industries. Creating new expectations, or requesting customers to change their behaviour can be scary for industries who are so beholden to fluctuating trends, demands, economies, and more. But there is one "trend" that is not going anywhere, and if you want your business to have a future, it's crucial that you start thinking about your strategy now: improving customer experience.