Why digitalization is key to preserving customer loyalty

A recent article by QSR Media Australia highlighted the need for operational digitalization to prioritize customer loyalty proactively. The article highlights that 88% of consumers would leave a brand after two negative experiences, and failed compliance is a surefire way to get people to distrust your brand.

At Operandio, we have seen that customer loyalty has sharply increased in many of the brands we work with once they move to our system and away from paper-based reporting. Statistics from HotelTechReport.com back this up, with 73% of diners agreeing that restaurant technology improves the experience.

Digitalization allows companies to quickly gather data and identify areas for improvement in real-time, allowing corrections as they happen rather than in weeks or months. Any problems that affect customer loyalty are rectified before they cause issues for a loyal customer base. According to HTR, restaurant operators see the benefits, with 76% believing that technology provides a competitive edge.

Automation plays a significant role in digitalization, and it is key for brands to stay ahead of operations. Task creation and corrective actions are done in the background, meaning nothing can be missed.

Automating any part of the compliance journey, such as temperature checks, removes many of the pain points brands see in staying on track, especially in the food service industry. Everyone in the business has insight into what’s working without spending time manually reporting everything. 

Not only does digitalization drive forward customer loyalty, but it also plays a huge role in successfully managing and developing brands across multiple locations. With everyone, no matter the size of the business, working from one source of truth, it is easier to hold every location accountable and fix issues locally and company-wide on an hour-to-hour basis. 

QSR’s article mentions that while 80% of restaurants have adopted new technology, many are not using the power that this technology gives them. It is the role of companies like Operandio to work with companies of all sizes to implement systems and ensure buy-in and correct training for the entire organization. We have seen that the companies that do operations best use the entire stack of digital software and commit to training employees across all locations. 

Digitalization gives businesses and staff the power back by removing any guesswork. This means that operational issues do not happen in the first place, and staff can focus on what they do best: serving customers.

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