Serving the “Need States” of Online Customers, Part 3 – Impulse Customers

Posted by Tim on December 1, 2014
This is Part 3 in a series of articles about attracting the “need states” of online restaurant customers - the needs and key decision-making points of each customer segment.  Part 1 addressed Special Occasion Customers.  Part 2 addressed Routine Customers.  Today we address Impulse Customers.

Impulse Customers.  These are folks that make spontaneous dining decisions.  Here’s what you need to capture their attention:

  • Good Web Visibility.  This is especially needed with mobile devices where the likelihood of an impulse purchase increases. Make sure your website is mobile friendly.  Your NetWaiter site is already optimized for mobile devices, so you can redirect visitors directly to your custom NetWaiter page if needed.
  • Price Point.  The price point for this type of customer is often lower.  They may also trend towards ordering more snacks, rather than full meals.  They want to see options that fit their lower price points when searching your online menu. 

Impulse customers can also be found locally.  Make sure you do things that attract these patrons.

  • Email Marketing.  More and more people live their lives through their smartphones.  Reaching them while they’re ‘on-the-go’ isn’t a bad thing.  If they like what they see, they may be inclined to take action right then.
  • The LTO.  Limited time offers tap into the marketing tactic of “get it now or miss out.”  Offer them a special online-only deal, with a very limited window for them to take advantage.  Just make sure the offer gets to them before lunch/dinner.
  • Make It Effortless.  With NetWaiter, over 68% of customers choose to pre-pay online for their pickup or delivery order, if provided a choice.  Pre-payment makes it a smooth, quick transaction.

It’s also important to keep in mind that the need states of customers change.  Every customer, at one time or another, will be in one of these three need states we discussed.  Appeal to each one of these need states, and you will reliably attract more customers.

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Convert a Busy Signal to Advertising

Convert a Busy Signal to Advertising

Posted by Tim on March 20, 2012

PhoneIn a recent conversation with the manager of a specialty hamburger restaurant in Seattle, we heard a new and interesting idea.

The restaurant manager told us they use the restaurant's answering machine to help spread the news about their online ordering system.  Takeout customers at this restaurant typically include employees from nearby offices, such as Adobe, Google, Getty Images, and many smaller software companies.

"At lunch, especially during the weekdays, we are inundated," he says.  "It's quite common for a caller to be put on hold or get sent to the message machine.  But while the customer is waiting, they listen to a description of how easy it is to access us on the internet, place their order, and pay for it.  We often get six and seven people coming in from a nearby company and they have all ordered and paid for their lunch online.  They walk in, pick-up their bags, and they're gone."

There are a number of restaurants that advertise their online ordering capabilities through in-store signage, messages on receipts, Facebook, Twitter, email, and others.  Capturing the attention of a would-be takeout customer while on hold is perfect.  We've also heard of some restaurants getting even more innovative, putting their NetWaiter QR code on employee T-shirts, or printing their URL or QR code on their tablecloths for dine-in customers to easily view.

Do you have a unique way of promoting your online ordering site?  Email us and let us know.  We'd love to hear about it! 

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