We’ve come a long way since loyal customers in the 18th century¹ received copper tokens that could be exchanged for gifts at a later date. What we had here was the makings of a loyalty club, just in a more physical (and metal-based) form.
Technology today has provided the hospitality and retail industries with an endless array of omnichannel engagement options for communicating with customers, from Tweets and push notifications to emails and face-to-face interactions.
But as the ease of reaching customers has increased, so too have customer expectations regarding the quality of that communication.
If you own a brick-and-mortar store, you’ll know that every second, minute, and hour of your time is precious. Marketing automation can boost customer engagement efforts and save businesses time and resources for long-term growth.
Convenience is the name of the game, and what could be easier than ordering food via a mobile phone? Online ordering has become a way of life for most smartphone users, whether the customer opts to receive deliveries, click and collect, or dines in while skipping the lines.
In the restaurant world, an omnichannel experience refers to providing a cohesive experience when it comes to branding, ordering, and payment. A customer ordering online and picking up in store shouldn’t experience any hiccups caused by miscommunication between an ordering app and a restaurant, for example. It’s your job to make the entire experience seamless.