Takeaway: While some brands may be looking for ways to make their restaurant models more efficient and cost effective, self-service technologies are not for everyone. Today’s digital native diners, Millennials, may find comfort in the approach, but brands should error in caution that the leap may be too great for consumers who still appreciate the face-to-face interaction.
Self-service elements like kiosks and mobile payments add convenience, but shouldn’t be a trade off in the customer experience. With the integration of these new digital experiences, restaurant brands have the opportunity to build loyalty and reward their customers for their visits, as well as create a more customized experience through tracking order history, favorites, and even offer promotions.
Photo Credit: Eater