Topic 4 – the role of digital has changed forever
Our fourth and final topic looks at how the role of digital has changed forever and what operators must now embrace to satisfy the needs of their customers and the needs of their teams. We’ll also look into the challenges arising from the spread of Covid-19 and how they have further accelerated the use of existing and new technologies and platforms – a trend now known as ‘Techcelleration’.
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Tech is in an enabler of safety
With the aim of safely managing interactions, the use of contactless ordering and payment is being encouraged, minimising staff and customer contact. 55% of consumers said they were looking for the ability to pay contactless/cashless when the venues were allowed to open back up1. This continued desire to move towards cashless payment options is only going to grow!
Happy staff, happy customers
Happy and well looked after employees always reaps rewards. Looking after your team results in them creating better customer experiences and ultimately developing customer loyalty and advocacy. The latest next generation software is out there to help you replace inefficient human resource processes with intelligent software leading to a happier and more efficient workforce.
Don’t forget the basics
With safety front of mind, consumers are researching potential destinations before their visit more than ever before. Recent research also found that 91% of consumers check online reviews and 84% trust them as much as a personal recommendation now2. Therefore being visible, responding to reviews and having a correctly set up and optimised Google My Business profile is vital!