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Can the restaurant industry learn from airlines and hotels when it comes to loyalty programs? In this eye-opening episode, we sit down with Irvi Patel, who shares her remarkable transition from the finance sector to her current role leading customer experience and engagement at GoToFoods. Irvi provides a fascinating comparison of industry maturity stages, illustrating the immense growth potential in the restaurant sector through data-driven decision-making and consumer behavior insights. You won't want to miss her expert analysis on developing effective loyalty strategies that can set restaurants on a path to success, much like their hospitality counterparts.
Digital transformation is sweeping the restaurant industry, and we explore what this means for brands at different stages of digital maturity. From the pioneering digital solutions of Starbucks and Chick-fil-A to GoToFoods' customer-focused enhancements in their apps and websites, we break down how restaurants can navigate this complex landscape. We liken first-party channels to boutiques and marketplaces to department stores, providing a clear understanding of the strategies involved. Discover the importance of a common digital platform for managing multiple brands and achieving efficiency in customer engagement.
Finally, we delve into the power of personalization and its role in enhancing guest experiences. By integrating loyalty programs with first-party channels and leveraging customer data, restaurants can significantly improve operations and customer satisfaction. Irvi emphasizes the importance of engaging with loyal customers and asking the right business questions to utilize data effectively. We also touch on digital hospitality and how new technologies like the QPOS system can create seamless omni-channel experiences. Tune in to learn how restaurants can achieve digital maturity and elevate their customer interactions to new heights.Support the show
🔔 Subscribe to The Digital Restaurant Podcast and follow us on YouTube for more episodes that combine the love of food with the latest in technology. Your next restaurant tech adventure starts here!
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Can technology enhance your dining experience, or is it slowly eroding the personal touch that makes dining special? Join us as we dissect Pete Wells' provocative retirement essay and engage in a lively debate between Meredith and Carl on whether technological innovations like kiosks and mobile ordering are a blessing or a curse for the hospitality and restaurant industry. While Wells laments the loss of personal interaction, Meredith counters with compelling arguments on the efficiency and satisfaction that technology brings to fast food and casual dining. Drawing insights from our book "Delivering the Digital Restaurant," we delve into the generational shift towards digital preferences and how modern diners are redefining the dining landscape.
Beyond the dining room, we delve into the financial dynamics between restaurants and delivery platforms like DoorDash and Uber. Learn how restaurants might be inadvertently funding these platforms through merchant-funded promotions and the broader implications of this trend. We also explore the groundbreaking potential of reinforcement learning in AI, revealing how it can elevate customer experiences, streamline operations, and drive future growth. Amidst mixed economic forecasts, there's a tech-driven transformation underway in the restaurant sector—tune in to discover how these advancements are reshaping your dining experience and the industry as a whole.Support the show
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How would your restaurant handle a massive global outage affecting millions of devices and services? On this episode of the Digital Restaurant, we dissect the recent CrowdStrike crisis, shedding light on how it exposed critical vulnerabilities across various industries, including restaurants. Learn how businesses like Starbucks took a proactive approach to turn a negative situation into a customer win by offering free coffee during the outages. We'll equip you with actionable strategies to prepare for IT failures, ensure vendor and system redundancy, and maintain robust communication to support your customers during such disruptions.
Next, we dive into California's Prop 22 and its significant impact on gig workers and companies like Uber, Lyft, and DoorDash. Discover the legislative complexities and what this means for the future of the gig economy. We also spotlight Bojangles' cutting-edge AI, Bo Linder, revolutionizing drive-thru service, and explore its potential future applications. Finally, we examine New York's Restaurant Reservation Anti-Piracy Act and its implications for the dining industry. Hear about the measures being implemented by restaurants and reservation platforms to combat unauthorized reservation sales and what this could mean for your next dining experience. Don't miss this comprehensive discussion that ties back to our book series, Delivering the Digital Restaurant.Support the show
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What if a new law could make your favorite takeout significantly more expensive? Join us on this week's The Digital Restaurant as we unravel the profound impacts of Seattle's new delivery driver wage laws on local eateries. You'll uncover how a $26.40 minimum wage and additional mileage fees have led platforms like DoorDash and Uber Eats to impose a $5 surcharge, slashing delivery demand by half. We explore how restaurants like Bok Bok Fried Chicken and Biscuits are tackling these challenges head-on by creating their own delivery services to manage costs and enhance customer experiences. Plus, we dive into the broader implications of similar laws across the U.S., revealing the uncomfortable truth about consumer benefits from low driver wages.
Peek behind the curtain of restaurant management as we weigh the benefits of employing W-2 hourly drivers versus 1099 gig workers. Learn why maintaining visibility on third-party marketplaces remains crucial, even when handling deliveries in-house. We also introduce you to the exciting world of dashboard dining through Maviio's On my Way platform, which promises to revolutionize pickup orders. Finally, see how Kura Sushi leverages cutting-edge automation to stay competitive amidst soaring labor costs and shifting consumer behaviors. Discover how effective marketing can make all the difference in communicating their value proposition without resorting to heavy discounts. Don't miss this insightful episode that navigates the future of restaurant delivery and the technologies shaping it.Support the show
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What if the restaurant industry isn't just facing a temporary downturn, but a fundamental shift in how it operates? Join us on this thought-provoking episode of The Digital Restaurant as we scrutinize Technomic's bearish forecast for 2024, digging into the reasons behind sluggish traffic and rising price sensitivity among consumers. Discover how cutting-edge technology helps us track these trends in real-time yet surprisingly hasn't managed to slash operational costs. We also bring you fresh insights from Inciso's latest report, capturing the thoughts of IT and digital e-commerce professionals across various restaurant segments on the future of the industry.
In the second part of our episode, we turn the spotlight on McDonald's recent pause in its partnership with IBM for voice AI in drive-thrus. Could this signal a shift in how fast food giants approach technology? We share personal experiences and insights about voice AI, comparing McDonald's approach with Taco Bell's successful implementation. Additionally, we explore the strategic use of music in restaurants, examining how different tempos influence customer behavior and reinforce brand identity with real-world examples from industry leaders like McDonald's and Starbucks. Don't miss this engaging conversation that ties together technology, consumer behavior, and the evolving landscape of the restaurant world.Support the show
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What happens when two industry giants like Amazon and Grubhub join forces? This episode unpacks the latest integration that allows Amazon customers to order directly from Grubhub via Amazon's platform. We'll explore the ripple effects this move could have on competitors like DoorDash and Uber Eats, and speculate on further collaborations that might completely reshape the food delivery landscape. Amazon's increased stake in Grubhub is a game-changer, and we dissect the benefits for restaurants and Prime members, as well as consider the ever-growing importance of subscription services in today's market.
Consumer insights researcher Lisa Miller joins us to shed light on the declining trend of delivery services, especially in the full-service restaurant sector, attributing this drop to rising fees and quality issues. We also discuss the potential shift from QR codes to NFC technology for a smoother dining experience and delve into the skepticism surrounding lab-grown meat. Survey findings from YouGov show a significant hesitation among consumers to embrace lab-grown meat, and we analyze how education, branding, and positive messaging can shift public opinion. Tune in for a comprehensive look at the future of restaurant technology and evolving consumer preferences.Support the show
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Discover the future of eating out without stepping foot outside your door as Meredith and I slice into the digital dining revolution. We kick off with the surprisingly sophisticated world of pizza trackers, examining whether these real-time updates truly enhance customer satisfaction or if they're just a tech gimmick. But it's not all about the tracking – we also sink our teeth into the heated debate surrounding junk fees in the restaurant industry. How will new legislation impact those extra charges tacked onto your meal by delivery platforms? And what's cooking at McDonald's with their digital marketing fund? We serve up fresh insights as we tour the National Restaurant Show, revealing a trend toward tech that delivers tangible results over a mere flash in the pan.
As we continue to simmer on the topic, we scrutinize the precision and customer value of pizza delivery systems through the lens of YouTuber Sam Reid's deep-dive investigation. Can you trust the name on your pizza box? We'll share how these tools are connecting customers to the in-restaurant experience from the comfort of their couch, despite occasional system gaming. And as consumer behavior shifts under the weight of rising delivery fees, we explore McDonald's smoldering strategy to stoke the fires of customer loyalty through personalized digital experiences. Tune in for a hearty portion of food for thought as we dissect how these trends might reshape your dining habits and the restaurant industry at large.Support the show
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Join us in this insightful episode of The Digital Restaurant Podcast from the Food on Demand Conference at the Bellagio in Las Vegas. Dive into the discussions with industry experts like Andrew Custage from Medallia and Deena DePhillips from Red Robin, as they explore pivotal topics ranging from the impacts of delivery versus pickup pricing to the crucial decisions between building versus buying technology. Don’t miss Travis Kalanick's rare appearance at a conference stage, sharing visionary thoughts on the future of meal delivery and automation. Tap into the complexities and strategies behind restaurant technology, third-party platforms, and more. Whether you’re an industry veteran or a curious newcomer, this episode offers valuable perspectives on the evolving landscape of restaurant technology.
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Discover the future of dining with us as we unravel the latest technological marvels transforming the restaurant industry. You'll get an insider's look at how digital advancements like kiosk ordering and mobile pickups are reshaping the customer journey, yet sometimes leave us tapping our feet with longer wait times. Hold onto your forks for our special sit-down with Irvi Patel from GoToFoods and Maria Rivera from Small Sliders at the Food on Demand conference, where we'll slice into the rise of delivery-only models and ghost kitchens.
Grab your headphones and prepare to be served a hearty discussion on the self-service revolution. We analyze the impact of apps from culinary giants such as Panera and Chipotle on customer satisfaction and scrutinize how they're performing against the charm of traditional eateries. Get ready for a taste of AI in drive-thrus and the innovative spin on pickup lockers, as we pepper in the challenges and successes that accompany these technological treats. Plus, we'll stir the pot with Grubhub's latest partnership with Hilton, dishing out what it means for your next in-room dining experience.
Finally, we simmer down to the hot-button issue of tipping in America. Hear about Domino's crafty coupon strategy designed to sweeten the deal for both patrons and drivers. We'll pour over the historical context of gratuities, the modern twists POS systems have added to this long-standing practice, and how industry heavyweights like Texas Roadhouse and Starbucks are adapting. It's a full menu of insights that'll leave you with food for thought, so tuck in and join the conversation!Support the show
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Discover the future of restaurant delivery and technology in our latest episode, where Meredith and I dissect Deliveroo's earnings, the shift towards first-party pickup channels, and how senators are scrutinizing junk fees. If you're in the restaurant business or just a food delivery aficionado, this discussion is packed with insights on consumer behavior, the UK versus US financial transparency, and whether pandemic-driven changes are here to stay.
Join us as we navigate the dynamic interplay between customer data trends and restaurant technology. We'll explore why operators are craving end-to-end tech solutions and how this demand is transforming customer interactions, from digital kiosks to personalized ordering experiences. Don't miss out on our analysis of investment trends within the industry and the critical need for transparency in digital transactions, a hot topic amongst policymakers. Tune in for an enriching conversation at the forefront of the restaurant industry's tech evolution.Support the show
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This special edition of The Digital Restaurant podcast features James Buell COO of World of Beer Bar & Kitchen, discussing the innovative approaches to digital customer acquisition. The conversation revolves around how the integration of technology, particularly through partnerships with companies like Nift, plays a crucial role in driving customer engagement and loyalty.
James shares his journey from a marketer to COO, emphasizing the value of mentorship and seizing opportunities within smaller, nimble teams. World of Beer's focus on delivering exceptional customer experiences, both in-house and digitally, through their open floor plans, exceptional beer and food offerings, and customer-centric operations, is highlighted as a key differentiator in the competitive restaurant landscape.
The use of digital tools, such as the World of Beer app, enhances customer engagement by offering personalized recommendations and encouraging exploration within the beer community. The discussion also delves into event marketing and the strategic pivot to grassroots approaches, effectively bridging the gap between digital presence and physical experiences.
Nift emerges as a pivotal partner in acquiring net new customers by leveraging geo-targeting to introduce World of Beer to potential patrons who have yet to experience their offerings. James underscores the importance of the first visit, facilitated by Nift's unique approach to customer acquisition, which not only introduces new customers to World of Beer but also significantly impacts average check sizes compared to traditional marketing methods.
The conversation with Nift also covers the mechanics of their model, emphasizing the symbiotic relationship between digital initiatives and physical customer experiences. Nift's ability to generate new customer visits without cannibalizing existing clientele and its measurable impact on business metrics such as average check sizes and customer acquisition costs underscores its value as a digital marketing tool.
James' narrative reflects a comprehensive digital strategy that embraces technology, personalized customer engagement, and partnerships to enhance the dining experience and business growth. His insights offer valuable lessons on the dynamic interplay between digital innovation and operational excellence in the restaurant industry.
Learn more about Nift at www.gonift.com
Learn more about World of Beer at www.WOBfranchising.comSupport the show
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Imagine your dinner zooming to your doorstep, no driver in sight - that's the future we're unpacking as Waymo and Uber blaze trails with driverless deliveries right here in Arizona. The roads to cost reduction and safety enhancements are mapped out in a captivating discussion, where we navigate through the impact on tipping culture and the potential for marketplace delivery services to thrive. Then, in a personal twist, I share a laugh-out-loud debate: when celebrating milestones, should one opt for car-shaped dumplings or the real deal?
When the screens go dark and the systems crash, how do digital restaurants keep the burger flipping and the dough rising? We're examining the lessons learned from tech outages that left giants like McDonald's and Panera in a bind. With insights from industry experts, we strategize on defending against cyber threats and maintaining customer trust amidst digital disruption. Plus, we look beyond the IT department for answers, exploring how entire teams can become cyberspace sentinels.
Joining us for a riveting exchange, Priyam Saraswat from Vooch dives into the murky waters of chargebacks and 'friendly fraud,' a growing thorn in the side of restaurant revenues. With the younger crowd's slight of hand challenging operators, we rally the community to discuss tactics for shielding businesses from these sneaky setbacks. We also ponder the potential of driverless tech in easing these financial pains. Your thoughts on these pressing matters are not just welcomed, they're essential – let's stir up the conversation and cook up some tech-savvy solutions together.Support the show
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In this insightful episode, we're thrilled to welcome Lauren Fernandez, the visionary behind Full Course, a groundbreaking initiative reshaping the landscape of the food industry. Lauren joins host Meredith to share the exciting journey and purpose of Full Course, an organization dedicated to empowering underrepresented entrepreneurs in the culinary world.
Lauren reveals the inspiring addition of three dynamic women to the Full Course board, each bringing a wealth of experience and knowledge to support the mission. From the revival of legacy brands to the infusion of tech in restaurants, Lauren and Meredith delve into the essence of Full Course's mission: to provide minority and women entrepreneurs with the necessary tools, strategies, and capital to grow their brands.
This conversation is not just about investment; it's about making a tangible impact, nurturing brands that cater to diverse communities, and fostering a more inclusive industry. Lauren discusses the challenges these entrepreneurs face, from the lack of access to capital to the need for operational expertise, and how Full Course is addressing these gaps.
Moreover, Lauren touches on the significant consumer behavior shifts post-pandemic, highlighting the demand for culturally rich and diverse dining experiences. This episode is a deep dive into how Full Course is not just investing in businesses but is committed to changing lives by supporting the growth of unique, culturally significant restaurant brands.
Meredith and Lauren explore the critical role of technology in modernizing restaurant operations, emphasizing the need for innovative solutions to age-old problems like inventory management. They also discuss the essential elements Full Course looks for in potential investments, with a strong focus on the founders' vision, leadership, and the brand's unique position in the market.
Join us as Lauren Fernandez shares her passion and vision for a more inclusive and innovative food industry, through the lens of Full Course. This is more than an investment story; it's a movement towards a future where every entrepreneur, regardless of background, has the opportunity to thrive in the culinary world.
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Could your next meal be crafted by artificial intelligence? Tune in as we unwrap the layers of a tech-charged restaurant revolution, where NVIDIA's silicon brains may soon whisk up your dinner while unified commerce cooks up a seamlessly interconnected dining experience. We've sliced into the heart of the pizza-making world at the Vegas Pizza Expo, savored the digital-only innovation of Chick-fil-A's New York experiment, and peppered in Joe Kaskowski's seasoned insights. Our journey through the industry isn’t just about tasting the future; it's about savoring the rich blend of tradition and tech.
This week's menu also serves up a hearty discussion on the financial tech shake-up with Loop AI, stirring the pot on the sticky issues of third-party delivery woes. As we sift through the grit of transaction tracking and untangle the spaghetti of chargebacks and cancellations, we're seasoning our conversation with a dash of legislative spice from Florida's latest direct communication laws. It's a full course of strategizing and storytelling, plated with a side of personal experiences and a sprinkle of human essence that no robot chef could ever replicate. So, grab your fork and let's dig into the delicious details!Support the show
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In a recent captivating episode, industry visionaries Carl Orsbourn, Meredith Sandland, Dan Londono, and moderator Kristen Hawley dove deep into the transformative wave sweeping across the restaurant and hospitality sector. Amidst a backdrop of relentless change propelled by digital innovation, consumer preferences, and the global pandemic, the panel explored how the landscape of dining and food delivery is evolving.
The episode, rich in insights, began with an emphasis on the pressing need for adaptation within the restaurant industry. Facing new cost pressures, shifting business models, and an ever-growing demand for technological integration, the discussion underscored the importance of resilience and creativity among restaurant operators. The panelists, representing a spectrum of expertise from startup ventures like Alfalfa to seasoned authors and analysts, shared their perspectives on navigating these changes.
Central to the conversation was the concept of delivering the digital restaurant experience. Carl and Meredith, co-authors of "Delivering the Digital Restaurant," shared their journey into writing the book and the necessity for restaurant owners to seriously consider digital adoption. Dan Londono shared Alfalfa's story, illustrating how a tech-enabled approach from the ground up can redefine the fast-casual dining experience, focusing on a balance between healthy eating and indulgent treats like salads and donuts.
A significant part of the discussion revolved around the challenges and opportunities presented by off-premise dining options such as delivery and takeout. With consumer behavior tilting increasingly towards convenience, the panelists delved into how restaurants could optimize their operations and customer experience through technology, without sacrificing the essence of hospitality that defines the industry.
Dynamic pricing emerged as a pivotal theme, with Carl introducing the audience to the concept of using data-driven strategies to adjust pricing in real time, mirroring practices from the airline and hotel industries. This approach, he argued, could lead to more efficient pricing strategies that align more closely with customer demand and willingness to pay.
The human element of the restaurant business, particularly labor issues and the changing workforce dynamics, was also addressed. The panelists shared innovative solutions to staffing challenges, including leveraging technology for training and operations, and fostering a culture that values and motivates employees.
As the conversation unfolded, the future of restaurants was painted as one of immense potential, driven by personalization, efficiency, and sustainability. The panelists envisioned a world where technology not only streamlines operatioSupport the show
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Is the clink of cutlery against plates soon to be replaced by the silent tap of digital orders? Join Meredith and me as we venture into the world of 100% digital restaurants, weighing the pros and cons of this tech-driven frontier. In the bustling realm of quick-service eateries, touch screens and kiosks are quickly becoming more than just a way to skip the line; they're pivotal in harvesting customer data and inflating check averages, all while striving to maintain that irreplaceable human touch in hospitality. We'll tackle the burning questions around the real price of customer contact info and the hefty investment needed to snag it. Get ready for a culinary journey that could change the way you think about your next dining experience.
This episode serves up a full course on the European restaurant scene, diving into the undercurrents of loyalty programs that seem to miss the mark and how data might just be the secret sauce to reinvigorate them. As we slice through the challenges of implementing new technology, like the backlash against dynamic pricing, we also sink our teeth into the evolving economics of the restaurant industry. From the magic number that makes a chain profitable to the revolution of central production units and tech at the heart of new dining concepts, we're peering into the kitchen of tomorrow. So, pull up a chair and savor the insights as we dissect the transformation of the food industry with a blend of skepticism and foresight.Support the show
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Embark on an enlightening journey through the intricacies of food safety with Christine Schindler, the innovative mind behind Pathspot. As the founder and CEO, Christine brings her background in biomedical engineering and global public health into the bustling world of food service, ensuring diners enjoy meals that are just as safe as they are delicious. At Create last year, Meredith took the conversation to the next level, exploring how restaurants are upping their game in hygiene practices with the help of cutting-edge technology.
Get ready for a masterclass in prevention and improving health awareness as we discuss the pandemic's silver lining: a universal pivot towards prioritizing health and safety. Christine and her team at Pathspot are at the forefront, employing a network of sensors that transform back-of-house operations into a digital fortress against contamination. Hear how their hand-washing system is a true game-changer, providing real-time feedback on hygiene standards and safeguarding against potential health threats. It's not just about washing hands; it's about redefining the standard of cleanliness for the entire industry. Join Meredith and Christine for a compelling dialogue on how technology is serving up a future where dining out is synonymous with peace of mind.Support the show
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Explore the pulsating heart of the restaurant industry with us as we dissect DoorDash's latest earnings and the seismic shifts in food prices that have reached a 30-year summit. As we navigate through the financial intricacies, we shine a spotlight on the subtle strategies at play in this fiercely competitive market. From Focus Brands' pivot to a platform-centric approach to the ways in which soaring costs shape the dining landscape, we're serving up a full course of analysis that promises to satisfy your appetite for industry knowledge.
Venture into the future with us as we stir up the conversation on dining and retail's evolving symbiosis. With insights into Walmart's intriguing partnership with Wanda and the innovative models that Cluster Truck and Kitchen United bring to the table, we question the traditional boundaries between shopping aisles and restaurant tables. And as we chew over Chipotle's sustained financial success, we ponder the potential market disruption ushered in by alternative delivery services and semi-prepared meal kits, all while food prices continue to climb.
Cap off your experience with a taste of tomorrow, as we examine Wanda's acquisition of Blue Apron and mull over the savory prospects of drone delivery. Not to be outdone, we delve into Cartgen robots' dance with Uber Eats in Tokyo, a city that may well become the proving ground for automated delivery in urban jungles worldwide. Join us for a rich blend of strategy, technology, and culinary evolution that's tailored to satiate your curiosity and whet your appetite for what's next in the digital dining domain.Support the show
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