TECHNOLOGY ISSUE
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Building a Better Normal with Customer-Centric Technology by MICHAEL LOUGHRAN
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n the wake of COVID-19, business owners large and small were made to digitally transform their operations to survive in the new normal. Customer behavior changed almost overnight, making five years of progress in the span of a few weeks. People embraced online shopping, contactless payment, curbside pickup, online schooling and video conferencing at an unprecedented rate.
Restaurants are using technology to minimize points of contact
The restaurant industry was one of the hardest-hit when COVID-19 measures forced thousands of businesses to shutter their doors for in-person dining. Still, many got creative with technology, pivoting to online ordering, takeout and delivery. As in-person dining resumes, technology allows restaurants to offer nearly contactless dining by minimizing staff interaction with guests, maintaining social distancing and helping prevent the spread of germs through surface contact. Mobile payment apps like Apple Pay or Google Pay help staff and customers avoid contact with high-touch objects like pin-pads, pens or credit cards. Digital reservation managers keep track of customers so that guests can be notified by text or email when the table is sanitized and ready, which prevents crowding and allows guests to maintain social distancing by waiting off-site for their reservation. Electronic menus allow customers to browse the menu on their smartphone, eliminating the need for high-touch or disposable hardcopy menus.
PHOTO BY VECTORMOON / ISTOCK / GETTY IMAGES PLUS (BNSELLIT) AND YACOBCHUK / ISTOCK / GETTY IMAGES PLUS (PIZZA)
Importance of communication
Transparency for health and safety measures has never been more critical in driving consumer trust back into your brand and overcoming the fear consumers have about getting sick from visiting your establishment. Klēn provides an accessible, AI-driven application, keeping businesses apprised of changes to CDC recommendations and industry regulations, making it easier for restaurants to stay on top of guidelines and demonstrate to consumers exactly how they’re prioritizing health and safety. To find out more, visit Klen.io. FRL A .org
FLORIDA RESTAUR ANT & LOD GING
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