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Restaurant Field Guide: Thriving in a Delivery-Driven Environment

The restaurant industry is unparalleled in how dynamic it is.
Forever changing, forever in flux, wildly dynamic and in constant response to consumers’ needs, what was a competitive industry simply because of consumers having countless choices to satisfy their dining desires has seen a whole new competitive element change the landscape of business: Delivery.

Covering three major themes in the delivery environment—Customer Experience, Data, and the Bottom Line—and offering tips and tactics for how to set yourself up for success, you can use these pages as stepping stones to building a thoughtful delivery strategy that helps your restaurant win the delivery game.

The restaurant industry is unparalleled in how dynamic it is.

Forever changing, forever in flux, wildly dynamic and in constant response to consumers’ needs, what was a competitive industry simply because of consumers having countless choices to satisfy their dining desires has seen a whole new competitive element change the landscape of business:

Delivery.

Accessible and easy-to-use tech, new customer behaviors and expectations for customer service and exceptional experiences are all shaking up the way restaurants work and add to the complex issue of how restaurants can not only survive in a delivery-driven environment, but thrive in it.

Because with the forecasted demand for how much delivery will grow in the coming years, one thing is for sure:

Restaurants need to get on board the delivery bus, or get left behind.

With foot traffic in restaurants stagnating, many have jumped on board in an attempt to replace revenue lost from dining-in. It’s also served a purpose of keeping restaurants relevant and accessible to loyal customers, while acting as an opportunity to market themselves, and hopefully gain more patrons.

But, in some cases, even with the perks of incremental revenue delivery offers, the results haven’t been overly thrilling:

Margin hit. Most restaurants pay 10-30% of each order to the third-party ordering services that help get goods to their guests.