The customer journey is omnichannel. It discovers you on Instagram, books through Google, orders at a kiosk, pays with their mobile, receives their invoice by email, and leaves a review on TripAdvisor.
Smoothness is key. No friction between the steps. If I book online, you need to be ready when I arrive (not searching for my reservation for 5 minutes).
Personalization through data. “Hello Mr. Dupont, as always?” is the ultimate experience. Digital technology allows this even if the server has changed.
The order stations don’t kill the service, they move it. Less order taking = more time to deliver the dishes, advise, clear tables, and smile.
Expanding the experience at home. Offer your Spotify playlists, your video recipes, your online grocery products.
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