Published January 16, 2015

Surviving mobile-clinging customers

Mobile technology is changing society in a big way. Just 20 years ago computers were big and bulky and just beginning to enter average homes for business and pleasure, while any mobile phone that could do more than call someone was reserved for wealthy business professionals. Now almost everyone is carrying a small computer around in their pocket, and that has created some unique problems for restaurants.

Customers tend to take longer to order and linger longer in restaurants than they used to because they can’t put their phones down. Some may even spend so much time taking photos of their food that they request it be sent back and reheated (ugh, seriously?). It can be challenging for a restaurant to deal with this new pattern of behavior, but there are things you can do to increase customer engagement.

You could just embrace it. If they want to take photos of their food and you have the time to spare, let them take fancy photos in your kitchen, or you could provide a food photo booth. It adds to their experience and makes it memorable.

Otherwise you can work to decrease distractions, such as asking if they take photos that they don’t use a flash. Or you could have a section of your restaurant reserved for those who intend to use technology heavily, and maybe provide outlets for laptops and charging stations.

If you really don’t want mobile distractions, offer a discount to those who keep their devices stashed to encourage human interaction.

Read the full article here: Building genuine customer engagement in an Instagram world
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