MRM EXCLUSIVE: Five CX Strategies Restaurants Can Use to Gain a Competitive Edge During Challenging Times

There’s no disputing that the past year has been extremely hard on the restaurant industry overall. According to Upserve’s 2020 State of the Restaurant Industry Report, the industry will collectively lose $240 billion, with casual dining sales volume down by 60 percent and fast casual down 50 percent. Even before a pandemic spread across the globe in early 2020, customer experience (CX) was always key to the success of restaurant brands. And during the current climate, it has become more important than ever. As app-based delivery, drive-through and take-out services surpass indoor dining, not only does providing an excellent customer experience show customers you appreciate their business, but it also enables you to set the stage for customer loyalty that will continue to grow well beyond the pandemic.

A recent Deloitte report says 60 percent of guests indicate that a positive experience will cause them to dine at a restaurant more frequently. Even if that dining takes place…