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Good Food and Drink and Connected Technology, 2014-2019: A Case Study for the Future of Retailing

  • ID: 2889893
  • Report
  • May 2014
  • Region: Global
  • 118 Pages
  • Datacomm Research Company
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Restaurant Chains’ Mobile and Online Revenue will Triple Within Five Years

FEATURED COMPANIES

  • 7-Eleven
  • Chick-fil-A
  • Ford SYNC System
  • LevelUp
  • Outback Steakhouse
  • Sheetz
  • MORE
Veteran industry analysts David Strom and Ira Brodsky explains how restaurant chains will prosper in today's digital world by getting the most out of connected technology. The report describes how the top restaurant chains are using connected technology to drive sales, promote their brands, engage customers, and provide superior dining experiences. The best (and worst) practices in restaurant websites, social media, mobile apps, online and mobile ordering, and mobile payments are described and dissected.

Retailing Increasingly Demands Dual Online and Physical Presence, Integrated Marketing

You can't download your dinner, but you will order food, pay checks, and do much more with your smartphone. That is one of the conclusions of the new 118-page study, Good Food and Drink and Connected Technology, 2014-2019.

"The restaurant business is going digital," said David Strom, co-author of the report. “Online ordering is generating billions of dollars of business for chains including Pizza Hut, Domino's, and Papa John's. Mobile payments account for a significant percentage of Starbucks' revenue. A growing number of restaurant chains offer electronic gift cards and rewards. And chains such as Chili's and Applebee's are deploying tablet computers to all of their tables," he added.

“The top restaurant chains' use of connected technology is an important case study for the entire retail industry,” said Ira Brodsky, the report's second author. “It's increasingly clear that in order to prosper bricks-and-mortar retailers must enhance their online presence and online retailers must enhance their physical presence. Integrated marketing is more ongoing and powerful.”

The new study takes an in-depth look at how restaurant chains are using websites, social media, mobile apps, and self-service tablets to deliver superior customer experiences. The report examines dozens of the top restaurant chains, identifying some of the best and worst examples of how they are using consumer-facing connected technology. The authors make specific recommendations about using digital marketing tools to increase sales, customer retention, and operating efficiency.

Good Food and Drink and Connected Technology, 2014-2019 includes an Executive Summary describing how connected technology is changing the restaurant industry and ultimately all retailing, and forecasting revenue from online ordering, mobile payments, and digital gift and reward cards through 2019. There are chapters on restaurant business trends, website designs, social media engagement, mobile apps, and digital tools for customer interaction. The final chapter profiles nearly 50 technology solution providers—from Altametrics to Ziosk. The report contains 49 tables and figures.

Additional conclusions contained in the report include:

1. Consumer-facing connected technology is taking off in the restaurant chain business. Revenue from online ordering, digital gift and loyalty cards, and mobile payments will soar to $90 billion by 2019. No retailer can afford to ignore this trend.

2. The report shows how restaurant chains can improve the information content, functionality, and overall quality of their websites. For instance, responsive web designs enable access from a wide variety of devices. However, restaurant chains must never lose sight of the fact that the best measure of their website is how well it promotes their food and dining experiences.

3. Social media is a powerful new channel for interactive advertising and market research. The report explains how restaurant chains can achieve greater success by better allocating social media resources, monitoring how people respond, and fine-tuning their social media programs.

4. Most restaurant chain mobile apps don't work reliably and merely duplicate information and features found on the restaurants' websites. The report points the way to mobile apps that are better designed, tested, and maintained.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • 7-Eleven
  • Chick-fil-A
  • Ford SYNC System
  • LevelUp
  • Outback Steakhouse
  • Sheetz
  • MORE
1. Executive Summary
1.1 How Connected Technology Benefits Retail Consumers and Merchants
1.2 The Future of Retail
1.3 Key Conclusions
1.4 Key Recommendations

2. The Restaurant Chain Business & Connected Technology
2.1 How Connected Technology is Changing the Restaurant Business
2.1.1. The website as a window menu and quick tour
2.1.2. Loyalty programs and email clubs
2.1.3. Social media
2.1.4. Customer engagement
2.1.5. Apps mean more than appetizers
2.1.6. Online ordering
2.1.7. Keeping them entertained
2.1.8. The restaurant of tomorrow
2.2 Which Strategy is Best: Pioneer or Follower?

3. Restaurant Websites
3.1 The Essential Website Features
3.2 Making the Best Use of Webpage Real Estate
3.3 Mobile Devices
3.4 Additional User Interface Design Issues
3.5 Feedback and Comment Areas
3.6 Website Extras and Extra Websites

4. Restaurant Chains and Social Media Engagement
4.1 Facebook Engagement
4.2 Twitter Engagement
4.3 YouTube Engagement
4.4 Google+ Engagement
4.5 Other Social Media Engagement
4.6 The Seven Keys to Social Media Success for Restaurant Chains
4.6.1. Claim your brand name on every social network you can find as soon as possible
4.6.2. Employ at least one of the dozens of social media tracking tools to monitor how people are responding
4.6.3. Don't just post messages, interact with customers
4.6.4. Take criticisms and complaints in stride
4.6.5. Create your own social media playbook
4.6.6. Avoid common social media faux pas
4.6.7. Grow your social media network carefully

5. Restaurant Chain Mobile Apps
5.1 Pizza Chains
5.2 Sub and Sandwich Chains
5.3 Coffee and Breakfast Chains
5.4 Fast Food – Burger Chains
5.5 Fast Food – Chicken Chains
5.6 Casual Dining - Steak Chains
5.7 Casual Dining - Seafood Chains
5.8 Casual Dining – Mexican Chains
5.9 Casual Dining - Asian Chains
5.10 Ice Cream and Smoothies Chains
5.11 Convenience Store Chains
5.12 Casual Dining – Other Chains
5.13 Taking Restaurant Mobile Apps to the Next Level

6. Restaurant Chain Use of Interactive Digital Technology
6.1 Coffee and Breakfast Chains
6.2 Pizza Chains
6.3 Fast Food – Burger Chains
6.4 Fast Food – Chicken Chains
6.5 Steak Chains
6.6 Casual Dining – Seafood Chains
6.7 Sub and Sandwich Chains
6.8 Mexican Chains
6.9 Asian Chains
6.10 Ice Cream and Smoothies Chains
6.11 Casual Dining – Other Chains
6.12 Convenience Store Chains

Appendix A: Digital Interactive Scoring Legend
Appendix B: Restaurant Loyalty Programs

7. Technology Solution Providers
7.1 Altametrics
7.2 Belly
7.3 Bite Squad
7.4 Clinkle
7.5 Dining Circle
7.6 Eateria
7.7 E la Carte Inc.
7.8 Fishbowl
7.9 Ford SYNC System
7.10 Front Flip
7.11 GiftCardRescue
7.12 GrubHub
7.13 Hubworks
7.14 iMenu360
7.15 iSIGN Media Corp.
7.16 Kokley
7.17 LevelUp
7.18 Madison & Fifth
7.19 Mahana
7.20 Main Street Hub
7.21 MasterCard PayPass
7.22 Mogl
7. 23 Moneris Solutions
7.24 Mowingo, Inc.
7.25 Mozido
7.26 NCR Aloha
7.27 Nextep Systems
7.28 No Fuss Dining
7.29 OLO
7.30 Onosys
7.31 OpenTable
7.32 Paydiant
7.33 PCAmerica
7.34 PlayNetwork
7.35 Posiq
7.36 Real Digital Media
7.37 Sociallybuzz
7.38 Snapfinger
7.39 Splick-it
7.40 TabbedOut
7.41 Tillster
7.42 Venga, Inc.
7.43 Viableware, Inc.
7.44 Wand Corp.
7.45 Where 2 Get It
7.46 Yelp
7.47 Ziosk

About the Authors

Tables
Table 1: The twelve most popular restaurant chain mobile apps
Table 2: The twelve most interactive restaurant chains
Table 3: YouTube stats for select restaurant chains
Table 4: Facebook stats for restaurant chains with 5 million or more “likes”
Table 5: Facebook page popularity and engagement, select restaurant chains
Table 6: Most active restaurant chains on Twitter (tweets, followers, followers-to-tweets)
Table 7: The twelve most popular restaurant chain mobile apps (same as Table 1)
Table 8: Mobile apps of the top pizza chains
Table 9: Mobile apps of the top sub and sandwich shops
Table 10: Mobile apps of the top coffee and breakfast chains
Table 11: Mobile apps of the top fast food - burger chains
Table 12: Mobile apps of the top fast food - chicken chains
Table 13: Mobile apps of the top casual dining - steak chains
Table 14: Mobile apps of the top casual dining - seafood chains
Table 15: Mobile apps of the top casual dining - Mexican chains
Table 16: Mobile apps of the top casual dining - Asian chains
Table 17: Mobile apps of the top ice cream and smoothies chains
Table 18: Mobile apps of the top convenience store chains
Table 19: Mobile apps of the top miscellaneous casual dining chains
Table 20: The twelve most interactive restaurant chains (Same as Table 2)
Table 21: Coffee/breakfast chains' use of interactive technology
Table 22: Pizza chains' use of interactive technology
Table 23: Quick service burger chains' use of interactive technology
Table 24: Quick service chicken chains' use of interactive technology
Table 25: Steak chains' use of interactive technology
Table 26: Seafood chains' use of interactive technology
Table 27: Sub and sandwich chains' use of interactive technology
Table 28: Mexican food chains' use of interactive technology
Table 29: Asian chains' use of interactive technology
Table 30: Ice Cream and Smoothies chains' use of interactive technology
Table 31: Casual dining chains' use of interactive technology
Table 32: Convenience store chains' use of interactive technology
Table 33: Points for restaurant chains' interactive capabilities

Figures
Figure 1: Bricks and mortar retailers must embrace connected technology as online retailers add physical presence
Figure 2: Forecasted digital business for the U.S. restaurant industry, 2013 – 2019 (in billions of U.S. dollars)
Figure 3: Dunkin Donuts' menu bar
Figure 4: Outback Steakhouse's store locator detail screen
Figure 5: Outback Steakhouse's store locator detail screen as displayed on a mobile device.
Figure 6: Denny's store locator detail screen
Figure 7: Chick-fil-A's store locator with selectable criteria at the top of the screen
Figure 8: Denny's contact page gives customers plenty of options for submitting feedback
Figure 9: Church's Chicken's plain-looking contact page may discourage feedback
Figure 10: Outback Steakhouse's fraud alerts page
Figure 11: In-N-Out Burger's downloads page
Figure 12: Jamba Juice's tweets per month
Figure 13: Hooters' tweets per month
Figure 14: McDonald's tweets per month and tweet density by time of day
Figure 15: Panera's tweets per month and tweet density by time of day
Figure 16: Applebee's tweets per month and tweet density by time of day
Figure 17: Jamba Juice's home page doesn't include a link to its YouTube channel
Figure 18: Posiq's loyalty program analytics dashboard
Note: Product cover images may vary from those shown
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- 7-Eleven
- Altametrics
- Applebee’s
- Arby's
- Baskin Robbins
- Belly
- Big Boy/Frisch's
- Bite Squad
- BJ's Restaurant
- Bob Evans Restaurants
- Bojangles
- Bonefish Grill
- Boston Market
- Buffalo Wild Wings
- Burger King
- Calif. Pizza Kitchen
- Captain D's Seafood
- Carrabba's
- Casey's General Stores
- Checkers/Rallys
- Cheddar's
- Cheesecake Fact
- Chick-fil-A
- Chili's Bar & Grill
- Chipotle Mexican
- Chuck E. Cheese
- Church's ChickenTexas Roadhouse
- CiCi's Pizza
- Circle K
- Clinkle
- Cracker Barrel
- Culver's
- Dairy Queen
- Del Taco
- Denny's
- Dining Circle
- Dominos
- Dunkin Donuts
- E la Carte Inc.
- Eateria
- Einstein Bros
- El Pollo Loco
- Famous Dave's
- Fishbowl
- Five Guys Burgers
- Ford SYNC System
- Friendly's Ice Cream
- Front Flip
- GiftCardRescue
- Golden Corral
- GrubHub
- Hardee's/ Carl's Jr.
- Hooters
- Hubworks
- IHOP
- iMenu360
- In-N-Out Burger
- iSIGN Media Corp.
- Jack in the Box
- Jamba Juice
- Jason's Deli
- Jimmy Johns
- Joes Crab Shack
- KFC
- Kokley
- Krispy Kreme
- Krystal
- LevelUp
- Little Caesars
- Logan's Rd
- Long John Silver's
- LongHorn Steakhouse
- Madison & Fifth
- Mahana
- Main Street Hub
- MasterCard PayPass
- McDonalds
- Mogl
- Moneris Solutions
- Mowingo, Inc.
- Mozido
- NCR Aloha
- Nextep Systems
- No Fuss Dining
- O'Charley's
- Olive Garden
- OLO
- On the Border Mexican Grill
- Onosys
- OpenTable
- Outback Steakhouse
- Panda Express
- Panera
- Papa John's Pizza
- Papa Murphy's
- Paydiant
- PCAmerica
- Perkins Rest.
- PF Chang's
- Pizza Hut
- PlayNetwork
- Popeyes
- Posiq
- Qdoba Mexican Grill
- Quiznos Subs
- Real Digital Media
- Red Lobster
- Red Robin
- Romano's Mac.
- Ruby Tuesday
- Ruth's Chris Steak House
- Sbarro
- Sheetz
- Snapfinger
- Sociallybuzz
- Sonic
- Splick-it
- Starbucks
- Steak n Shake
- Subway
- TabbedOut
- Taco Bell
- TGI Friday's
- Tillster
- Tim Hortons
- Venga, Inc.
- Viableware, Inc.
- Waffle House
- Wand Corp.
- Wawa
- Wendy's
- Whataburger
- Where 2 Get It
- White Castle
- Yelp
- Zaxby's
- Ziosk
Note: Product cover images may vary from those shown
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