The guest experience and serving the best possible version of that has always been the restaurant and food services industry’s central mission. As much as the technology changes radically, some of the primary elements of a great guest experience remains the same. The real question is how technology intersects with perceptions and expectations around what a great guest experience in restaurants and food services should be. What’s the present state, and what will it likely be in the future?
To address this, industry leaders must constantly assess their restaurant management software and supporting technology solutions to meet current needs and be adaptable for what’s to come. What does that mean in the 2020s? How must restaurant and food services organizations match technology with the way that recent times and trends have shaped the way that consumers interact with restaurant locations and brands? First, Organizations must adapt their technology to deliver experiences according to current perceptions and expectations.An extension of consumer lifestyle around technology
Ordering quick meals and in-house dining are not single and isolated events in people’s lives. They are a part of the fabric of how people spend their time and manage their daily activities. That’s pointed the way to what the guest experience in restaurant and food services locations should be. It’s aligned to everything else in their lives that help shape their expectations about how things should work, and how easy those things should be.
Technology has played an integral part in shaping consumer perceptions around all that. By the mid-2010s, mobile device functionality, related apps, web-based platforms were becoming prominent in initiating engagement with brands across the commercial spectrum. Yet even still, the technology is still just a means to an end. The reason the technology is so powerful is because of how it helps brands align to that question of lifestyle and expectation, and to the human responses it serves.
To deliver a great guest experience, savvy restauranteurs, franchise owners, and food services operators focus on the ways that technology intersects with human sensibilities and positive emotional experiences. In support, these are some emotional payoffs connected to technology that define a great guest experience in our present paradigm:
Technology will change as we progress into the decade and beyond. Human needs and responses will remain. The most sustainable approach when thinking about how to invest in technology solutions and platforms therefore is by matching functionality with how efficiently your organization can deliver these kinds of emotional rewards to your guests.
It’s clear that even though there are some emotional constants that are attached to the definition of a great guest experience, the means to serve them will change. To adapt, the underlying principle here is about the ability to scale technology to meet today’s expectations while leaving room to anticipate what’s to come.
The best way to do that is to form healthy relationships with technology experts who know the industry, but also know how their solutions meet the expectations of your guests with the future of the industry in mind. There are several technology partnerships options out there to consider. So, how do you choose the right one for your organization?
We’ve authored a resource dedicated to this question, which is designed to help you think about and create a solid framework to approach answering it with greater focus and clarity.
You can get your copy of our resource right here.
Infor is a global leader in business cloud software specialized by industry. We develop complete solutions for our focus industries. Infor's mission-critical enterprise applications and services are designed to deliver sustainable operational advantages with security and faster time to value. Over 60,000 organizations in more than 175 countries rely on Infor's 17,000 employees to help achieve their business goals. As a Koch company, our financial strength, ownership structure, and long-term view empower us to foster enduring, mutually beneficial relationships with our customers. Visit www.infor.com.
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