Americans are spending more on food delivery than ever before, and this trend is expected to continue. After being valued at $17.5 billion in 2018, the U.S. online food delivery market is predicted to grow to more than $24 billion in 2023.

So it’s no wonder that brands are increasingly incorporating an off-premises channel into their overall business model. When combined with a loyalty program, online orders expand an additional 18%.

But no matter how hard brands try to provide a flawless food delivery experience for their guests, it’s inevitable that mistakes will occur. While most order-and-delivery systems allow disappointed guests to provide useful feedback, there’s little that store managers can do to quickly remedy the situation. And unfortunately, an unhappy customer can easily become an ex-customer.

However, that’s about to change. On November 5, 2019, Paytronix Systems, Inc. introduced FEEDback℠, a new Order & Delivery module designed to help store managers swiftly identify and respond to guests who have an unsatisfactory food delivery experience.

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This blog has recently been focused on simplifying the shopping process. We’ve recommended ways that restaurants and c-stores can make the shopping experience more convenient in Is the Buying Process Rubbing Your Customers the Wrong Way? And we’ve delved into the technologies that will help enable those experiences in Innovations That Make It Easier for Your Customers to Buy.

Additionally, greater detail on the subject can be found in the new Paytronix e-book: Convenience Is the New Currency: How Decreasing Friction Increases Profits.

Some of the biggest brands are adopting the strategies and technologies needed to achieve a frictionless shopping experience. But true frictionless commerce can be a moving target.

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Brands are constantly searching for ways to make the customer experience easier and more rewarding. After all, a better shopping experience will increase customer loyalty, visits, and spend.

Many of the latest industry developments are covered in the new Paytronix e-book: Convenience Is the New Currency: How Decreasing Friction Increases Profits.

In business terms, “friction” refers to how easy or difficult it is for a consumer to reach the end goal of making a purchase. Every element that makes an experience less convenient adds friction. However, many business owners are entirely unaware of exactly how much friction their average customer experiences with each transaction. Decreasing friction not only increases sales and brand loyalty, but it can also lure shoppers away from competitors.

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How can restaurant and c-store brands make the shopping experience simpler at a time when consumers expect the items they order to literally appear on their doorstep? Whether they are shopping online, on their phones, or in the store, your customers seek convenience.

In fact, 72% of consumers would buy more items if a brand offers convenient delivery options. And 63% of them are willing to pay a higher price for on-demand items.

Therefore, brands that cannot meet the expectations run a very real risk of losing their consumer bases entirely.

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