How Restaurants can Personalize the Customer Experience

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The restaurant industry has been facing quite fluctuations in their sales in recent years. While the brands like Mcdonalds’ and KFC are on the uphill track, other casual din-ins are experiencing a falling trend forcing them to improvise and adjust according to the customer demand. 

Due to the change being observed in customer trends, several surveys have been taken, and studies are done. The results show pretty clearly that modern customers prefer having some customized experience and that loyalty programs have got a noticeable boost. 

However, achieving the task of providing a tailor-made experience to all the customers is not so easy, especially when the pool of customers is relatively large. However, technology is advancing day by day, making it achievable.

So, let’s see how we can use modern technologies to implement personalized experience to the customers. 

Initiating a Two-Way Conversation Outside the Restaurant

The aim of marketeers of restaurants is obviously to connect with customers to gain their trust and earn some value for the restaurant in their eyes. However, the way marketing is done by most of the restaurants often fails to clear this objective. 

The communication happening between customers and the marketeers is mostly uni-directional is it’s hardly that the customers respond and get affected by it. 

Although initiating two-way communication is rather challenging to initiate and manage, it is precious due to the following reasons: 

1. Personalized

This is straight-off the best pro of one-on-one communication. Instead of just throwing out random texts, sending personalized texts and showing behavior to the customer that you’re referring to them will arouse a value in their heart. 

The customers know that it’s their needs that are individually being met and they’re not just another customer to you, but the restaurant cares about your preferences. 

2. Social

Right marketing tactics include provoking the customers to act and be the ads of your brand themselves, getting them involved in social activities that will get them engaged and the people around them as well. 

The referral vouchers are a great example of this. Giving away free coupons for having your customers has this massive benefit of getting the additional referral traffic, marketing your product, and increasing your customers exponentially!

3. Proactive Approach

Marketing campaigns being proactive have a considerable part to play in earning the trust of a customer and never having them cut off. By personalizing to your customers and being in contact, it creates a sense of trust between you and your customers, and no matter what, your customers always count on you. The process is even more enhanced when you introduce customer-specific deals like giving vouchers on their birthdays and stuff. 

Initiating A Two-Way Conversation Inside the Restaurant 

The primary reason why making personalized conversations with the customers is hard is that for initiating a genuinely personal conversation, you have to have in-depth knowledge about the customer which requires getting quite a good amount of customer data. 

But, one way of solving the issue is to start the concept of two-way conversation inside the restaurant. 

As making two-way conversations within the restaurant is pretty hard given that there are a lot of customers needing to be served at a given time and for having them provide data about that is quite tedious. 

This is where robotics come in. Using robots for doing such straight-forwards tasks is fairly manageable. Moreover, the robots are better than ever, and the way they work is almost the same except how they look like. 

Robots, once properly made for these specific tasks, can prove to be pretty good at developing a complete database about the customer without him/her even knowing.  Find out more about systems that can help you gather a strong customer database here

There are so many ways in which a customer might interact with a robot. Not only does the task of data collection gets accomplished, but the customer is also satisfied in case he has a hard time to wait for an order. 

The robots can engage the customer is various games, interviews, menu recommendations making the situation a win-win situation. The way customer interacts and does different activities with the robot being included in them; they have the data being fed to the computer making the two-way communication possible between the customer and the restaurant. 


Nowadays, customers prefer restaurants to serve them in a personalized manner, making them feel important to the customer. However, this requires effective two-way communication with the customer to get an insight and hence provide a fully tailor-made experience. 

Two basic ways to achieve two-way communication is either having a personalized, proactive, or social approach to the customer or use two-way communication inside the restaurant by deploying live chat-bots to gather customers’ data making the tailor-made concept possible.