Good Food, Drink, and Connected Technology

Table of Contents

  1. Executive Summary 1

    1. How Connected Technology Benefits Retail Consumers and Merchants 1

    2. The Future of Retail 4

    3. Key Conclusions 10

    4. Key Recommendations 11

  2. The Restaurant Chain Business & Connected Technology 12

    1. How Connected Technology is Changing the Restaurant Business 13

      1. The website as a window menu and quick tour 14

      2. Loyalty programs and email clubs 14

      3. Social media 15

      4. Customer engagement 17

      5. Apps mean more than appetizers 18

      6. Online ordering 19

      7. Keeping them entertained 20

      8. The restaurant of tomorrow 20

    2. Which Strategy is Best: Pioneer or Follower? 21

  3. Restaurant Websites 23

    1. The Essential Website Features 24

    2. Making the Best Use of Webpage Real Estate 30

    3. Mobile Devices 31

    4. Additional User Interface Design Issues 32

    5. Feedback and Comment Areas 33

    6. Website Extras and Extra Websites 35

  4. Restaurant Chains and Social Media Engagement 37

    1. Facebook Engagement 39

    2. Twitter Engagement 42

    3. YouTube Engagement 48

    4. Google+ Engagement 49

    5. Other Social Media Engagement 50

    6. The Seven Keys to Social Media Success for Restaurant Chains 51

      1. Claim your brand name on every social network you can find as soon as possible 51

      2. Employ at least one of the dozens of social media tracking tools to monitor how people are responding 52

      3. Don’t just post messages, interact with customers 52

      4. Take criticisms and complaints in stride 53

      5. Create your own social media playbook 53

      6. Avoid common social media faux pas 53

      7. Grow your social media network carefully 54

  5. Restaurant Chain Mobile Apps 55

    1. Pizza Chains 59

    2. Sub and Sandwich Chains 60

    3. Coffee and Breakfast Chains 61

    4. Fast Food – Burger Chains 63

    5. Fast Food – Chicken Chains 64

    6. Casual Dining – Steak Chains 65

    7. Casual Dining – Seafood Chains 66

    8. Casual Dining – Mexican Chains 67

    9. Casual Dining – Asian Chains 68

    10. Ice Cream and Smoothies Chains 68

    11. Convenience Store Chains 69

    12. Casual Dining – Other Chains 69

    13. Taking Restaurant Mobile Apps to the Next Level 71

  6. Restaurant Chain Use of Interactive Digital Technology 72

    1. Coffee and Breakfast Chains 74

    2. Pizza Chains 77

    3. Fast Food – Burger Chains 79

    4. Fast Food – Chicken Chains 81

    5. Steak Chains 82

    6. Casual Dining – Seafood Chains 83

    7. Sub and Sandwich Chains 84

    8. Mexican Chains 85

    9. Asian Chains 87

    10. Ice Cream and Smoothies Chains 88

    11. Casual Dining – Other Chains 89

    12. Convenience Store Chains 92

      Appendix A: Digital Interactive Scoring Legend 93

      Appendix B: Restaurant Loyalty Programs 93

  7. Technology Solution Providers 96

    1. Altametrics 96

    2. Belly 96

    3. Bite Squad 97

    4. Clinkle 97

    5. Dining Circle 98

    6. Eateria 98

    7. E la Carte Inc 98

    8. Fishbowl 99

    9. Ford SYNC System 99

    10. Front Flip 100

    11. GiftCardRescue 100

    12. GrubHub 101

    13. Hubworks 101

    14.  iMenu360 102
    15. iSIGN Media Corp 102

    16. Kokley 103

    17. LevelUp 103

    18. Madison & Fifth 104

    19. Mahana 104

    20. Main Street Hub 104

    21. MasterCard PayPass 105

    22. Mogl 105

    23. Moneris Solutions 105

    24. Mowingo, Inc 106

    25. Mozido 106

    26. NCR Aloha 107

    27. Nextep Systems 107

    28. No Fuss Dining 107

    29. OLO 108

    30. Onosys 108

    31. OpenTable 108

    32. Paydiant 109

    33. PCAmerica 109

    34. PlayNetwork 110

    35. Posiq 110

    36. Real Digital Media 110

    37. Sociallybuzz 111

    38. Snapfinger 111

    39. Splick-it 111

    40. TabbedOut 112

    41. Tillster 113

    42. Venga, Inc. 113

    43. Viableware, Inc 114

    44. Wand Corp 115

    45. Where 2 Get It 116

    46. Yelp 116

    47. Ziosk 117

About the Authors 119

Tables

Table 1: The twelve most popular restaurant chain mobile apps 3

Table 2: The twelve most interactive restaurant chains 3

Table 3: YouTube stats for select restaurant chains 16

Table 4: Facebook stats for restaurant chains with 5 million or more “likes” 17

Table 5: Facebook page popularity and engagement, select restaurant chains 41

Table 6: Most active restaurant chains on Twitter (tweets, followers, followers-to-tweets) 44

Table 7: The twelve most popular restaurant chain mobile apps (same as Table 1) 55

Table 8: Mobile apps of the top pizza chains 59

Table 9: Mobile apps of the top sub and sandwich shops 60

Table 10: Mobile apps of the top coffee and breakfast chains 61

Table 11: Mobile apps of the top fast food – burger chains 63

Table 12: Mobile apps of the top fast food – chicken chains 64

Table 13: Mobile apps of the top casual dining – steak chains 65

Table 14: Mobile apps of the top casual dining – seafood chains 66

Table 15: Mobile apps of the top casual dining – Mexican chains 67

Table 16: Mobile apps of the top casual dining – Asian chains 68

Table 17: Mobile apps of the top ice cream and smoothies chains 68

Table 18: Mobile apps of the top convenience store chains 69

Table 19: Mobile apps of the top miscellaneous casual dining chains 70

Table 20: The twelve most interactive restaurant chains (Same as Table 2) 73

Table 21: Coffee/breakfast chains’ use of interactive technology 76

Table 22: Pizza chains’ use of interactive technology 78

Table 23: Quick service burger chains’ use of interactive technology 80

Table 24: Quick service chicken chains’ use of interactive technology 82

Table 25: Steak chains’ use of interactive technology 83

Table 26: Seafood chains’ use of interactive technology 84

Table 27: Sub and sandwich chains’ use of interactive technology 85

Table 28: Mexican food chains’ use of interactive technology 86

Table 29: Asian chains’ use of interactive technology 87

Table 30: Ice Cream and Smoothies chains’ use of interactive technology 89

Table 31: Casual dining chains’ use of interactive technology 91

Table 32: Convenience store chains’ use of interactive technology 92

Table 33: Points for restaurant chains’ interactive capabilities 93

Figures

Figure 1: Bricks and mortar retailers must embrace connected technology as online retailers add physical presence 5

Figure 2: Forecasted digital business for the U.S. restaurant industry, 2013 – 2019 (in billions of U.S. dollars) 7

Figure 3: Dunkin Donuts’ menu bar 26

Figure 4: Outback Steakhouse’s store locator detail screen 27

Figure 5: Outback Steakhouse’s store locator detail screen as displayed on a mobile device 28

Figure 6: Denny’s store locator detail screen 29

Figure 7: Chick-fil-A’s store locator with selectable criteria at the top of the screen 32

Figure 8: Denny’s contact page gives customers plenty of options for submitting feedback 34

Figure 9: Church’s Chicken’s plain-looking contact page may discourage feedback 34

Figure 10: Outback Steakhouse’s fraud alerts page 35

Figure 11: In-N-Out Burger’s downloads page 36

Figure 12: Jamba Juice’s tweets per month 38

Figure 13: Hooters’ tweets per month 38

Figure 14: McDonald’s tweets per month and tweet density by time of day 45

Figure 15: Panera’s tweets per month and tweet density by time of day 46

Figure 16: Applebee’s tweets per month and tweet density by time of day 47

Figure 17: Jamba Juice’s home page doesn’t include a link to its YouTube channel 48

Figure 18: Posiq’s loyalty program analytics dashboard 95


© 2017 Datacomm Research Company