In order to successfully deliver personalized customer experiences in Quick Service Restaurants (QSR’s) technology and data analytics has to be leveraged. Here are key strategies for doing so:
Data Collection and Analytics: To start, they get customer data via mobile apps, loyalty programs and digital ordering platforms. This data is analyzed by the restaurant to know what their customer preference, purchase history and behavior is. For instance, Starbucks allows it to get data on customer preferences and orders that then they can provide with personalized rewards and menu recommendations using their mobile app.
Customized Offers and Promotions: QSRs can then use it to create targeted promotions. It could be something as little as discounting one of a customer’s favorite meal or sending birthday specials. Data powers the personalized offers and the suggested menu items that McDonald’s displays on its mobile app based on the order history stored in it.
Personalized Digital Ordering: With self service kiosks and mobile ordering apps customers now receive personalized experience with the service remembering their preferences. For example, Domino’s Pizza allows users to have their favorite orders stored via their ‘Pizza Profile’ so that they can place another order with just a few clicks and customized to your own.
Loyalty Programs: Another effective method is implementing a loyalty program that monitors customer purchases and gives them personalized discounts and incentives. Chipotle’s rewards program offers points for preference on orders for repeat visits.
QSR Success Stories:
Starbucks: Starbucks sees its mobile app as a major driver of revenue growth; the app personalizes suggestions, tracks customer behavior and sets up tailored rewards.
McDonald’s: By including partner data-driven marketing and targeted offers in our app, our use of McDonald’s has been heightened worldwide.
Finally, an analysis has been conducted on the success of collecting and leveraging data, applying technology to build personalized customer experiences, and the creation of loyalty programs to enhance QSR’s customer satisfaction and sales.
