In March of last year, P.F. Chang’s overhauled its entire business model in a matter of days as statewide lockdowns went into effect across the country. On-premises dining, which had previously accounted for 80% of the brand’s business, evaporated overnight.
In less than six months, the brand launched a new online ordering front-end, a new table management system and reservations engine, major upgrades to the mobile app built by Paytronix, and new contactless technology at the table.
The result: takeout business doubled in 2020, and delivery business more than tripled compared to 2019. The brand’s loyalty database, powered by Paytronix, grew by 350,000 guests last year. […]
With spring this year comes a renewed sense of hope that is a little greater than usual: the weather is warming, plants are blooming, and vaccinations are rolling out, signaling the beginning of the end of the pandemic that rocked the globe.
While the pandemic itself is likely to stretch on for a few more months at the least, consumers, eager to take advantage of the optimism afforded by the rise in vaccinations and decline in cases, have been frequenting businesses more and more.
In Massachusetts alone, restaurants have experienced a huge lift in indoor dining – up about 37% from the start of February through the end of March, according to Paytronix data. But that uptick is not coming at the expense of online sales, and it’s earlier than CEO Andrew Robbins expected. […]
Paytronix recently launched a recurring webinar series featuring some of the top trailblazers in the restaurant and convenience industries. PX Think Beyond is designed to highlight how top executives’ forward thinking transformed their respective brands and enabled them to thrive. The series is hosted by Arjun Sen, CEO of ZenMango and a former Fortune 500 executive.
Watch the first episode for an intimate conversation between Blaine Hurst, former president and CEO of Panera Bread, and Andrew Robbins, CEO of Paytronix Systems, on the future of restaurants.
In this talk, Hurst shares his vision for the future of restaurants, noting that experience and hospitality still comes first. For his part, Robbins looks to the future of omnichannel restaurant experiences, when guests will have the power to choose their own paths to engaging with brands — whether that be on- or off-premises dining — and expresses how important it is for brands to take those interactions to a new, personalized level.
Blaine opens the conversation with the idea that the best way to lead a brand is to create a culture of dissatisfaction where team members believe that the status quo is simply not good enough. Instead, it’s important to believe that everything can be made better.
Andrew looks at the same thing from a slightly different but overlapping point of view and suggests that brands need to create a culture of paranoia around the guest experience. Think, Andrew suggests, about how to increase the lifetime value of each guest and, by extension, rapidly increase the brand’s value.
Blaine and Andrew’s top strategies for getting to know guests include:
Each failure is an opportunity. Blaine talks about smart failure and dumb failure and the need to pursue everything, even if it does not turn out to be right. After all, you cannot bat at 100%. If an exploration is approaching a dead end, stop. Take the learning and move on.
Personalization is key. Understand why people act the way they do. Why do some guests prefer certain menu items? Why do some order online, while others continue to visit the store? Understand individual preferences for each member of a family – each is different. Personalization is so much more than using an algorithm to put guests in a group. Segments are important, but they should lead to better consumer experiences.
Predict the future. Try to imagine where guest experience is going next. How are lifestyles and work lives changing, and how should your brand operations evolve to meet these changes? How will tomorrow’s technology alter the dine-in landscape, or foster new virtual opportunities for engagement?
Catch up on Episode 1 of PX Think Beyond for the full conversation with Blaine Hurst and Andrew Robbins as they share their secrets on how to think beyond and take a brand to the next level. Learn how to turn insights into action in a two- to three-year time frame to deliver big wins for your brand.
Sign up for a seat at the table as Paytronix continues Think Beyond to hear from more visionary leaders from top restaurant and convenience store brands about how to drive the industry forward in a challenging market. New episodes in the series will be available throughout 2021.