In the past, customer experience simply meant great food and service, but with today’s economic challenges and the demand for higher value, the bar has been raised. Customer experience (CX) is the great differentiator, allowing operators to set themselves apart and grow their brand, building loyalty and increasing repeat visits.

The recent Patronix 2025 Loyalty Report contains some valuable data for operators looking to improve their customer experience to foster loyalty.

Personalization

Treating customers like they’re the most important part of your business is certainly not new, but personalization can add the extra layer that today’s diners are searching for. 71 per cent of consumers expect personalized treatment, and 76 per cent get frustrated when they don’t receive it. 83 per cent of customers want personalized promotions, but only 44 per cent receive relevant ones, so restaurants that get it right can really stand out and shine in this space.

With today’s data, offers can be targeted to specific groups of people for maximum results. For example, planning campaigns aimed at specific generations and their buying habits and preferences can significantly up your sales and loyalty. Similarly, targeting brunch-goers, corporate event organizers, families, or any other segments can help you offer a personalized experience with a higher perceived value.

Technology

While data helps with personalization and insight, AI can help elevate the customer experience with tools like chatbots, mobile ordering, and even with gamification or AR/VR, which keep guests engaged and interested in your brand. Gamification also encourages younger guests to visit, including families and groups, potentially increasing traffic, along with loyalty. This type of technology can easily be tied to a loyalty program to earn rewards, take advantage of “menu hacks,” and tap into limited-time offers for exclusive experiences easily executed with today’s technology.

Sustainability

Many customers are looking to align with like-minded brands who share their vision and mission, and sustainability falls into that category for many consumers. Off-premise dining and its popularity have challenged the sustainability efforts of many restaurants, where cutlery and extra packaging needs to be added to each order, so operators need to simplify this part of the process.

Building loyalty means appealing to like-minded customers. 92 per cent of buyers trust green-centric brands, and 88 per cent of consumers are more likely to be loyal to an ESG-friendly company. Consumers are looking to operators to solve these challenges, along with providing transparency about their green efforts, actively being seen as more environmentally friendly.

Customer loyalty is vital for today’s restaurant success, and upping the CX can help differentiate restaurants, attract a new clientele, and encourage existing customers to keep returning.