MRM EXCLUSIVE: Pandemic Shaping Omni-Channel Strategies in Restaurant Marketing

The Coronavirus has rocked the restaurant industry.The onset of the virus followed by restrictions and closures has caused restaurants of all sizes to rapidly evaluate their offerings and redesign their services to meet the needs of their customers. Restaurants that are positioned well are those who recognize that the future is omni-channel, take the time to know their customers, and leverage technology and data. 

What consumers want – quality, convenience, and value – hasn’t changed, but the way restaurants deliver this experience has.

The term omni-channel has long been used in the retail space to describe the varied range of options given to consumers to collect their purchases (in-store, online, drive-up, app), but restaurants have typically only needed to engage with customers on one or two channels – dine-in and carry-out – to prosper. That is, until coronavirus hit. With safety and convenience at a premium, today’s customers expect to be able to order and pay for…