Mass Appeal
#13. Data-Driven Dining: Loyalty and Customer Engagement Strategies for Restaurant Apps - Kevin Nemeth (Authentic Restaurant Brands)
Episode Notes
In this episode, Tommy interviews Kevin Nemeth, the Chief Digital Officer for Authentic Restaurant Brands, about the evolving landscape of digital loyalty programs for quick-service and casual dining restaurants. You'll learn how Kevin’s team differentiates their loyalty programs by offering value to their customers through special offers, ease of sign-up, and personalized experiences -- without disrupting the established brand's identity. Don’t miss this deep dive into leveraging first-party data to drive customer engagement and create compelling digital strategies for restaurant brands that keep customers coming back.
Questions Kevin Answered in this Episode:
- What staying power did Covid’s effects on restaurants have?
- Is there a cost benefit to bringing customers to your website or app?
- How do you translate in-person restaurant experiences into a digital environment that’s useful for customers?
- How do you drive adoption to your loyalty program?
Timestamp:
- 2:58 Covid’s lasting impact: ordering food through apps
- 6:00 Economics of driving customers to first-party platforms
- 10:10 Overview of Authentic Restaurant Brands
- 12:20 Regional Fortress Brands strategy
- 16:33 Translating in-restaurant experiences to digital
- 21:51 Importance of differentiation in loyalty programs
- 22:02 Overcoming barriers to loyalty program sign-ups
- 22:35 The success of PJ Whelihan's loyalty program
- 25:20 The value exchange in modern loyalty programs
- 27:27 Customer data is currency
- 30:59 Gamification and brand recall strategies
- 37:10 Building digital capabilities for restaurant brands
- 40:17 What's ahead
Mentioned in this Episode: