Full-Service Restaurants Adopt QSR Strategies to Retain Omnichannel Customers
Published: October 15, 2021
In the early months of the pandemic, as ordering shifted online, quick-service restaurants (QSRs) had the advantage. With a model already highly dependent on off-premise ordering, the shift towards speed and convenience only bolstered their value proposition. Full-service restaurants (FSRs), meanwhile, have been tasked with a more dramatic transformation.
As consumers’ digital ordering habits have remained even as mobility has returned, FSRs are forced to rethink what role they will play in the post-pandemic future. Paul Macaluso, CEO of Orlando, Florida-based breakfast, brunch and lunch FSR chain Another Broken Egg Cafe, which has with 75 locations in 14 states and dozens more on the way, spoke with PYMNTS about the decisions facing table-service restaurants in this year of change.
“The rise and stickiness of off-premise sales really surprised me. COVID moved our off-premise business from 2% of sales to 15%, and even as our cafes reopened to full capacity, it has continued to grow,” Macaluso said. “While elevated service and hospitality will always be at the core of what we offer, more and more of our guests are opting to forego the full-service experience and just get our delicious food, either for pick-up or delivery.”
Read the full article at: www.pymnts.com