Happy Thanksgiving, to all of our loyal readers and clients! It is a privilege to share our ideas and expertise with all of you, and we are thankful that you are part of this conversation. Loyalty is an important piece to this industry (as we discuss below), and we want to express our gratitude for this community. Enjoy the holiday!
Recently, National Restaurant News® released an article analyzing McDonald’s™ recent move to a premium-style chicken sandwich, as well as a customer loyalty program. According to the article, many McDonald’s franchises have been asking for the chicken sandwich upgrade, something that would compete with the offerings of Chick-Fil-A®.
While this could be an indicator of a collective taste across the country, it more likely has to do with customer loyalty. Chick-Fil-A, well-known for their widely accepted quality food with a friendly smile and at rapid pace, has garnered a devoted following—especially in the mom crowd. Where once on-the-go families would drive-thru McDonald’s in between sports, activities and errands, Chick-Fil-A now offers a seemingly higher-quality experience at industry leading speeds and price range.
“This speaks volumes about the importance of repeat customers,” says National Restaurant Consultants CEO, Richard Weil. “It illustrates how even giants in the industry must pivot to take-on COVID-19 and the necessary retooling.”
In keeping with customer care, McDonald’s has announced that the changes are in response to community needs. McDonald’s CEO Chris Kempczinski said, “It’s not about putting purpose above profits. This is about recognizing the impact we have on our communities.”
Here at National Restaurant Consultants, we often work with restaurants determined to generate new customers through the door. And while now more than ever this is an important piece of maintaining a successful restaurant, our consultants know that loyal customers are well worth the time and attention.
Weil further notes, “No matter the size of your business—chains, regionally strong brands and independents—this moment in time requires new ideas, new innovations to retain customers as well as attract new customers. Loyalty programs have long been successful within the travel industry and the implementation and thinking of a loyalty program with McDonald’s furthers the notion of meeting customers’ needs and expectations”.
Does your restaurant need assistance creating brand loyalty? Our restaurant consultants can help. Our decades’ worth of experience has shown us what keeps guests happy and coming back. Contact a restaurant consultant today and learn how to make your best customers return more often.
