The National Restaurant Association, during a recent presentation, underscored the significance of achieving a harmony between technology and customer service in order to establish a gratifying dining experience. CEO Michelle Korsmo emphasized the need for restaurants to concentrate on their distinctive value propositions and comprehend the preferences of their target clientele.
Korsmo stressed the importance of integrating technology to make dining more efficient, convenient, and personalized, while upholding a high degree of attentiveness and customer orientation. According to her, this approach is pivotal in fostering loyalty and ultimately driving growth in the industry.
The restaurant sector is presently witnessing a surge in sales, with operators attributing much of this triumph to the adoption of new technologies. Nevertheless, Korsmo also underscored the significance of the human element in the industry, citing the necessity of ensuring a high touch, personalized customer experience.
When discussing the future of the industry, Korsmo emphasized the need for restaurants to utilize technology in a manner that enhances the real-world dining experience. She emphasized the importance of a well-defined technology strategy that aligns with the restaurant’s unique value proposition. Korsmo also underscored the necessity of investing in technology that aligns with customer preferences, as well as aids in the recruitment, training, and retention of employees.
Amidst labor challenges in the industry, Korsmo provided reassurance that technology will not replace workers, but rather enhance their job functions. She urged the industry to strive for a balance between high tech and high touch in order to create the best possible experience for customers.
Established in 1919, the National Restaurant Association stands as the premier business association for the restaurant industry, representing over 1 million restaurant and foodservice establishments and a workforce of 15.5 million employees. Through its diverse programs and initiatives, the association is dedicated to serving the industry through advocacy, education, and food safety.
For further information and forthcoming updates pertaining to the industry, parties with an interest can visit Restaurant.org and follow @WeRRestaurants on Twitter, Facebook, and YouTube.
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Source: National Restaurant Association