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How to Make the Delivery Experience Customer Centric

Daniel Litwin

04 May 2019
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Today’s consumer is making buying decisions with convenience in mind. As a result, the food & beverage industry has responded by integrating technology into its business model, expanding its client base to anyone with a smartphone or computer and an internet connection.

Delivery plays on this trend. It’s not a new concept at all, but the number of restaurants taking on delivery as part of their offering is increasing. Delivery has rushed headfirst into the dining space, and some companies are struggling to strike the right balance between convenience and quality experiences.

On today’s MarketScale Food & Beverage Podcast episode, we take a deep dive into how take-out has taken over the food space and how previously existing restaurants can adapt to the changing times with Ryan Blackman and Eddie LeBon from Granbury Solutions.

Restaurants have a plethora of options when it comes to hiring third-party delivery drivers to deliver their food: Grubhub, Uber Eats, Postmates and others. But which one to use? Or perhaps use all of them? Or maybe just hire your own delivery drivers? The answers to these questions are not simple. A restaurant’s location and client loyalty all factor into figuring out how to integrate the convenience of delivery into your business model and brand.

As the person-to-person interaction of dining out disappears, is the hospitality of the restaurant itself lost? How do restaurants maintain a sense of community and camaraderie with their loyal customers, when the touch point between customer and business is replaced with that of a third-party deliverer?

Blackman and LeBon think that nothing has to be lost. In fact, they think that certain software systems can help transcend hospitality through the delivery process with the help of technology, collecting valuable data that can ultimately help deliver exactly what the customer wants.

 

Courtesy of MarketScale

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Daniel Litwin

Daniel Litwin, known to many as the Voice of B2B on MarketScale podcasts, is a modern journalist telling stories in innovative and creative ways, from traditional reporting, to video projects to podcasting.

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