In today’s age of convenience, restaurants continue to struggle with shrinking profit margins and difficulty standing out from competitors. However, those that follow the top loyalty program best practices for quick service restaurants and offer online ordering can unlock added value. And, the use of a loyalty program in quick service restaurants is associated with strong benefits. As reported by QSR Web:
“Research by advisory firm Bain & Company showed that a 5% increase in customer retention can increase profits between 25% and 95%. Restaurant loyalty and reward programs are a proven customer retention strategy that 87% of consumers say they want—and it motivates them to spend more. Restaurant loyalty program members buy 5-20% more frequently (and spend 5-20% more) than non-members. Repeat customers spend 33% more than new ones. Some of the increased spend may be attributed to the desire to reach the next reward level or item. If you haven’t implemented a restaurant loyalty program, you are missing out on significant revenue opportunities.”
So, let’s get started with the top five best practices and how to best implement them.
1. Keeping It Simple Kickstarts the Loyalty Program Best Practices for Quick Service Restaurants
A common mistake for restaurateurs creating loyalty programs occurs when the program gets too complicated. Customers want simplicity and easy-to-follow rules. They also expect restaurants to allow redeeming of rewards at any hour.
2. Train Staff on the Loyalty Program
Your staff members are your loyalty program customer service agents. They need to know how to help guests sign up for loyalty programs and redeem rewards. Furthermore, incentivize the process of “selling” signups by giving staff members their own rewards for getting customers to enroll.
3. Promote the Loyalty Program Across All Ordering Channels
Loyalty programs are much more than just a punch card. They should transcend every ordering channel, allowing guests to collect rewards points when ordering by website, third-party app, branded apps, social media, kiosks, and more. Of course, a past Tacit client noted that most online orders already track through the branded experience:
“I think for our online ordering, return customers are more prevalent. The top 20% are only ordering every seven weeks from a non-branded third party. So, we have the chance to connect with them even further through loyalty programs.”
4. Automate Rewards Redemption
Another core opportunity for maximizing the value of the loyalty program best practices for quick service restaurants lies in the automation of collecting and redeeming rewards. Modern POS systems offer loyalty programs that can automatically lookup and assign rewards to guests based on a credit card number or even the guest’s phone number. Regardless, the key to success lies in using the rewards program as a means to convince customers it’s time for a repeat visit or to start a new delivery order.
5. Connect With Customers for Feedback Through the Rewards Program
Customers know running a restaurant can be chaotic, and when problems arise, having guests contact corporate leaders or vent on social media can cause extreme harm to your brand. Furthermore, it’s troublesome to connect with customers if they start a discussion or issue in a channel where you are unable to mitigate the impact on your brand’s public image. For organizations that integrate feedback systems with the rewards program, they can better manage the whole interaction. This includes offering credits, refunds, or taking other actions to restore the rapport between customer and business without putting it on full display to the eyes of the internet.
Follow the Loyalty Program Best practices for Quick Service Restaurants by Starting With the Technology
Any loyalty program will require integration between systems and the ability to offer omnichannel restaurant ordering. It’s quite simple, and to take advantage of these avenues for loyalty programs, restaurateurs need a technology partner. Tacit is that partner. Find out how Tacit can help unify your restaurant management systems and kickstart your implementation of the loyalty program best practices for quick service restaurants by visiting Tacit online today.