In today’s QSR and Fast Casual Dining sector, why is it that some restaurants are able to rise above challenges and flourish, whilst others struggle to survive?
It’s a question that we’ve researched long and hard, and we’ve come up with the five common threads in all successful QSR businesses.
We’ve found that winning QSRs not only have great food – that’s a given – but they have worked out how to leverage technology and data.
In this article we lift the lid on what these businesses are doing behind the scenes, explain the five strategies and look at real-world examples of QSRs using them to flourish.
- Embracing Digital Convenience
The first thing that winning QSRs have in common is that they offer seamless, fast, and flexible digital ordering – in-store, online, and via mobile.
Why is digital convenience so important to success in QSR? Because customers demand it. They want to use digital technology to select, order and have their meal delivered. In short, they demand a QSR/Fast Casual Dining experience that is rapid, easy and digital.
Chatime, the highly successful Bubble Tea QSR, has fully embraced the concept of digital convenience. Customers can use the ‘Loyal-Tea’ online ordering app to order drinks for pickup or delivery, earn and redeem points, and even access exclusive offers. In store, Chatime has put kiosks front and centre for super-convenient ordering.
By understanding their customers, and meeting their demands for digital convenience, Chatime has embraced a strategy for success.
- Data-Driven Decision-Making
Successful QSRs understand the value of real-time data. They capture data at key touchpoints throughout the business, analyse it and use it to optimise every aspect of their operation – from menus to pricing, staffing to inventory.
Flourishing QSRs are constantly looking for ways to improve their business operation, and know that identifying even the ‘1%ers’ – the seemingly small changes – can have a big impact. But it all depends on having the right data at the right time – successful QSRs know they can’t afford to wait for yesterday’s data, smart decisions are based on what’s happening right now.
QSR superstar McDonalds uses data to make decisions that impact every part of its business – from assessing the best location for a new store, to the exact timing of drive-thru operations for maximum efficiency and the best customer experience.
- Forward looking innovation
QSRs can’t afford to stand still. One thing’s for sure – customers are using the latest technology, and they expect their favourite QSRs to be on the same page. QSRs who are ignoring new innovations quickly lose their appeal, especially with the Gen Z and Gen Alpha demographic. Successful QSRs know this and embed technology, from AI to drone delivery, into the customer experience.
Boost Juice – always at the forefront with tech – In Australia, now offers customers the option to have their favourite smoothies and shakes delivered by drone, through the Wing app. Boost is cementing its reputation as an exciting and forward thinking brand, and ‘boosting’ its business as a result.
- Loyalty That Actually Works
So you’ve got a loyalty app – but is that enough? Most QSRs have some sort of loyalty offering, but when we look at the really successful players in the market, the differentiator is that their loyalty program is a) fully integrated and b) meaningful to their target demographic. Loyalty that is not integrated with your kiosks, for example, is not delivering maximum value. Rewards must be aligned with what customers value, whether that’s a freebie for themselves, or the option to donate a meal. Successful QSRs have a loyalty offering that really works for their customers and their business.
Yo-Chi Frozen Yoghurt has a really ‘chill’ loyalty program – they use social media very effectively to connect, have a highly engaged membership, attractive special offers and a personalised birthday reward.
- Consistent brand experience
Customers love their favourite QSR and Fast Casual Dining brands because they know what to expect. They want consistency – in the food and the experience. So as QSRs innovate, they have to be sure that their new ways of engaging are still fully aligned with the experience that their customers know, love and expect.
Nando’s – home of everyone’s favourite chicken –successfully embraced this approach when they introduced their first Australian Drive Thru, which fully complements their instore and mobile app brand experience.
How Redcat Helps
Implementing these five strategies relies on great technology, and Redcat’s all-in-one IT Hospitality platform can play a pivotal role. Our integrated platform, with online ordering, kiosks and multiple delivery options drives digital convenience, innovation and consistent brand experience. Our real-time reporting tools and dashboards empower smarter decisions, and our integrated loyalty program gives QSRs the flexibility to offer customers what they truly value.
Ready to get your QSR flourishing? Get in touch now for a demo of how the Redcat Hospitality IT platform can get you there.
