customer service + restaurant CRM in action

WTF is a restaurant CRM?

Posted Posted in Customer data, Customer Engagement, Restaurant Strategy, Restaurant Technology, What Bikky Does

Here’s the thing. You’re in the hospitality business, so the very definition of your job is customer relationship management (CRM). Your job is to make people happy and ensure they come back for more. In the old days, your CRM was your cashier or Maitre D’ – the person who actually engaged with your customer. […]

Amazon Go - on the inside

Amazon and the future of food retail

Posted Posted in Bikky HQ, In-Store Operations, Restaurant Strategy, Restaurant Technology

A funny thing happened a couple of months back. On June 11th, Amazon shut down its restaurant delivery business. Here in NYC though, the company opened its latest cashier-less Amazon Go store right next door to my office. On the same day they pivoted out of a corner of e-commerce, they continued their march on brick-and-mortar. This sent my mind […]

5 lessons in how the best brands use customer data

Posted Posted in Customer data, Customer Engagement, Engagement Strategy, Restaurant Strategy

Getting metaphysical up in here 🧘‍♂️ My biggest lesson from building Bikky is that time is preciously finite and fleeting. Every choice has an opportunity cost. Time spent reading emails on a Saturday morning means no making pancakes for family breakfast (my one redeeming dish when it comes to cooking). I try to filter most […]

The Bikky Restaurant Strategy Playbook, Part I: Are you a Brand, or a Wholesaler?

Posted Posted in Restaurant Strategy, Restaurant Technology, Third-party Delivery

This is not a test. Do not adjust your set. You will need to fundamentally reevaluate every aspect of your restaurant strategy. Third-parties like Grubhub, DoorDash, and Uber Eats are growing quickly. This growth unlocks new revenue channels, but also comes at a (more than just financial) cost. Every order cedes control of the customer […]

Why the third-party delivery business model matters

Posted Posted in Restaurant Technology, Third-party Delivery

Note: this article initially appeared in our CEO’s industry newsletter. Sign up here for regular insight and analysis on the future of restaurant technology. I’ve spent a lot of time the past few weeks thinking about the current third-party delivery business model. Delivery drivers for DoorDash – which raised >$1 billion in the past twelve […]

3 lessons from a month studying sweetgreen’s customer engagement strategy

Posted Posted in Customer Engagement, Engagement Strategy, Industry News

sweetgreen usually comes up in most of our conversations with fast casual operators. How do they do it? What’s their secret? How do we replicate it? Unfortunately, there’s no magic bullet to unlocking brand loyalty that drives >50% digital ordering. Still, I knew I needed to pinpoint some of the ingredients in their recipe of […]

Unpacking Grubhub’s Acquisition of LevelUp

Posted Posted in Customer Engagement, Industry News

A little over a week has passed since Grubhub announced the acquisition of LevelUp, so we’ve had some time to reflect on the deal. Previously, Grubhub typically acquired regional brands (i.e. Foodler, OrderUp, Eat24) that mimicked its own business model — connecting restaurants with diners via a marketplace model. LevelUp though has no delivery business at all, and is […]

How These Three Brands Listen to Customers to Boost Revenues

Posted Posted in Customer Engagement, Engagement Strategy

Listening to your customers is always important. In the restaurant industry, though, it’s crucial. Competition is already fierce, and customer expectations keep rising. To stay ahead of the game, restaurants need to keep abreast of what their loyal customers are saying. In this post, we’ll detail how a few forward-thinking restaurants are leveraging different channels […]

The Tools You Need to Build Customer Loyalty

Posted Posted in Customer Engagement, Engagement Strategy

Why focus on loyalty instead of just new customers? In an earlier post, we discussed a restaurant’s never-ending quest for more orders. Achieving this though can come at a high cost: third-party platforms come with high per-order fees, and delivery zone expansion means lengthy travel times and disappointed diners. Instead, we like to turn attention […]