3 new touchpoints for frictionless service

1. Service starts at the curb 

In today’s speed-focused, digitally fueled model, operators—from QSRs to full service—are finding new ways to deliver hospitality. As part of its revamp, Olive Garden is beginning to designate parking spots near the door for online-order pickup.

2. Extra care and a cookie

When not tethered to a counter, staff at fast casuals can offer more service. Some restaurants station staff near kiosks to show guests how to place an order and keep them from feeling lost. Digital ordering frees up Corner Bakery staff to pass out cookie bites to customers waiting for their food, while Panera uses free cookies to entice customers to try its kiosks.

3. Apps add ease

If an order for pickup or delivery is taking longer to complete than anticipated, or if clarification is needed for a customized order, employees at Tasty Burger can send a message directly to the person’s phone or email via the restaurant’s app.

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