Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Hospitality customers love to engage with mobile apps

New opportunities abound for greater personal service

The report, entitled 'Get Appy: Do Consumers Use Restaurant & Hotel Branded Apps?', studied some 15,000 consumers throughout Europe, Latin America, Asia-Pacific and North America, and found that - of the 23% that have at least one restaurant or hotel branded app on their mobile device - an impressive 70% are using them at least once a week.

The company points out that increased app engagement across global consumers creates new opportunities to personalise service, incentives and menu offerings and highlights the need for modern food and beverage technology to deliver more meaningful guest experiences.

Among the study's key findings:

• Of the 23% of consumers who have download a restaurant or hotel app, two-thirds have more than three apps on their devices.
• Asia Pacific leads with 82% of consumers using a hospitality app at least once a week compared to 54% of consumers in North America.
• One in five global consumers has at least one app for a food delivery service and 23% have a booking app for hotels or restaurants on their device.
• Almost a third (28%) of consumers have paid for food and drink from an app on their mobile device at least once with increased adoption among Asia-Pacific consumers (37%)

"Historically development of food and beverage applications has been cost and labor prohibitive for a majority of the marketplace," said Chris Adams, vice president strategy, Oracle Food and Beverage. "With a modern, cloud-based POS system operators can extend their investment and take control of guest relationships while encouraging long-term loyalty with personalized incentives through an integrated mobile experience."

Oracle Food and Beverage provides hospitality operators with API interfaces through the Oracle Hospitality Simphony Cloud Service which allows restaurants to extend their POS with mobile integrations. This makes it easier to provide customers with mobile apps that enable loyalty or greater ordering flexibility.

"Consumers are willing to engage with brands through mobile applications if operators can deliver differentiated value," concluded Adams. "Operators that lean into the mobile opportunity for the food and beverage industry will have a significant competitive advantage with greater insight into service preferences and emerging menu trends."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)