Their intuitive UI and highly customizable menu make mobile ordering a breeze. In fact, these were serious issues that customers voiced. But Starbucks listened. They quickly created customer-centric systems to address and eliminate concerns head-on such as designated mobile order pick-up shelves and assigning specific employees to focus only on mobile orders.
These thoughtful in-store operational changes put the customer first and created a positive brand experience at every touchpoint. Ultimately, the way Starbucks listens to customer feedback and integrates the digital world into the retail experience boosts customer satisfaction and loyalty.
By optimizing their app , they were able to use customer feedback to drive product decisions. In keeping the two order types separate, it incentives mobile orders while also appeasing in-store customers. Especially in the QSR realm, convenience and speed is paramount. This type of customer-centric intelligence and use of location sharing has significantly improved customer experience, and Chick-fil-A is reaping the rewards.
In all three instances here, customer feedback was the core driver for change. Want to learn more about how customer feedback can drive innovation for your mobile app or QSR brand? The good news is these things can be fixed and if so, user retention will increase. Generally speaking, free food is the best bet for a quick-serve to convince people to download their mobile app. The best part is, this is typically a more cost-effective campaign than paying big money to a celebrity.
Throughout the month of June, any new user to the Wendy's Rewards app was able to get a free piece order of chicken nuggets with any purchase. The home of the Whopper, Burger King, climbed its way back into the top list this June, after having slipped to No. It displaced Chipotle, which was 9 last month and sits at No. Burger King was able to attract more downloads in June through a promotion where it gave a free Whopper to those customers purchasing its Ch'King sandwich.
Loyalty programs are typically a big boost for app performance as the app acts as a natural wallet and tracker of loyalty points and rewards. The program will enable customers to unlock free food by collecting points for every one dollar spent on qualifying purchases. The rewards can then be redeemed on the next order. Brands use the platform to generate insights across mobile apps and connected devices.
They rely on Apptopia to better understand consumer behavior and intent across app-based devices to gain a competitive advantage. How are recent promotions moving the needle? According to National Day Calendar , the holiday takes place every year on July Almost every restaurant that sells fries created some kind of promotion, with many specifically directing people towards their mobile app.
Jack in the Box gave away free curly fries with app orders while White Castle gave away a free small fry with any purchase. You get the idea. This could be because in late June it ran a frosty and fries promotion on National Drive-Thru Day who knew? Before we wrap this month up, two quick notes.
This came in response to a promotion where the company gave away one million six-inch sandwiches at participating locations. The app only launched one year ago compared to its US counterpart that launched in , so Subway was likely looking for a way to breathe life into its mobile user base. The next item is on Yum! Amazingly, KFC only recently launched February a mobile app in the US even though it had its app live in most other markets for years. Since launch, the app is closing in on one million US downloads and currently stands at , Brands use the platform to generate insights across mobile apps and connected devices.
They rely on Apptopia to better understand consumer behavior and intent across app-based devices to gain a competitive advantage.
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