A great and very timely piece from Pete Wells at The New York Times (https://lnkd.in/egS8_h6j) about the dangers of the #foodserviceindustry becoming increasingly faceless and lacking the emotional connections consumers increasingly need now. Mike Kostyo and I have been talking about this for the past year, and I've been advocating for more emotionally-based #innovation for longer than that. As an industry, we've focused on #technology and trends as the end-all-be-all of solutions but these things have helped to commoditize the industry. Trends aren't ownable, they aren't defensible and they aren't emotionally engaging for consumers. And as every operator jumps on a "hot" trend, it becomes exponentially less interesting and less impactful. #Foodservice is losing traffic to #retail. Based on recent stats, #restaurants are now losing revenue despite significant price increases over the past month. We talk about consumer price sensitivity, but I argue this isn't solely a price issue. #Consumers are spending more money to go to fine dining restaurants and to stay at luxury resorts. Consumers are pay money for big ticket items and traveling to see Taylor Swift. Consumers will spend money if there's a good value, and our industry is suffering increasingly from a value deficit...and that deficit is being driven by a lack of #hospitality. Yes, we've got significant labor issues but we can't blame this entire issue on recent labor shortages. The industry has been heading down this path for a while, but it's trip has accelerated. If our industry is going to thrive and remain relevant, hospitality - not trends, not technology, not speed-of-service, not cheap prices - is the answer. #menumattersllc #trends2024 #consumerbehavior #consumerinsights #foodandbeverageindustry
Rafi Taherian
4mo
Experiential Transaction vs. Transactional Experience: Which Is It? The careful balance of convenience, efficiency, and, ultimately, the guest experience is an imperative that can lead to access or close the door for good! Technology adaptation should not come at the cost of the human interactions that ultimately define a meal. A restauranteur friend recently told me that “QR menu scanning led to reduced beverage and add-ons in his checks, diminished server-guest interaction and upsell opportunities, and brought smartphones to the table, which we would rather do without.”It’s time to return to the basics. I vote for technology that supports human connection rather than replaces it. Thanks, Mave, for the forum!
Alexander Ong
4mo
Question: Is this company positioning itself to us as Gen X and Millennials or are they aiming for Gen Z and As?
Absolutely on target. It’s all becoming a generic “drop in the cart” experience unfortunately. Especially because I’ve been involved from the beginning, when theatre and shoppers experience was the only way to establish an individual personality.
Kathy Casey
4mo
Interesting note - one of our local grocery stores is doing restaurants not in the store but adjacent on lot .
Len Riggs
4mo
Nailed it! Where has service gone?
Liz Moskow
4mo
Yup- this is exactly why I started Saase! Stay tuned.
Director of Culinary Excellence at University of Massachusetts Amherst
4moJust referring to the companies/restaurants that Pete Wells was talking about. We see digital options of not having to interact w anyone becoming more popular. I believe Outback first offered the tablet on the table to order and pay without needing to fully interact w a server. Fast food are in it. Would our generation embrace it?? I can’t stand it but am learning through my kids. My kids are telling me that their generation are comfortable with it. I still feel weird walking out of Amazon’s Walk Out store 😂 Love to hear everyone’s thoughts and observation. I think we’ll see a few rounds or versions based on market feedback and mistakes or especially what works. Someone smarter than me will come along and build a better wheel.