04 Aug Thrive in the QSR Industry
What makes a fast casual concept thrive and what makes their sales take a dive? Recently, qsrmagazine.com took a look back at 15 restaurants they have featured in the past 7 years to see where they were at now. We found one underlying theme throughout all restaurants that were still thriving- listening to their customers.
With technology advances today, the QSR customers want things more quickly with less steps to access the product. What Chili’s has done by simply listening to their customer base was develop a customer-centric experience. After discovering that their to-go customers were turning to competitors for simple factors such as ease of obtaining their orders, they turned to OrderMatic for a solution.
OrderMatic worked with Chilis to come up with a solution that allowed them to focus on what they were hearing from their customers. They needed a way to enhance the to-go order pick-up process, which would result in not only an enhanced customer experience but could also give Chili’s the perfect edge over their competition!
The solution that OrderMatic and Chili’s Grill & Bar’s partnership developed was custom-made pedestals to give a to-go customer the ability to alert the restaurant of their arrival with a simple press of a button. Chili’s customers had the ability to also talk to the to-go server to request additional items, give special instructions or simply tell them they made a change to what car they drove to pick up the order. All of which was only possibly before by the customer parking and walking into the restaurant. What these pedestals have done is take an ordinary experience and turned it into a memorable experience for their customers.