Bryan Cornelius’ Post

Year-to-date, across U.S. fast-food chains, just 14% of or­ders were eaten at a restau­rant – with 86% eaten away from the store. Though not exactly the same measure, retail sales happen in almost the opposite: 85% of shopping is performed in-store and just 15% is coming through digital channels in advance.

So how is McDonald's much-talked about CosMc's doing in the early days? Our partners at Intouch Insight conducted a Market Pulse Study comparing its drive-thru performance to six leading coffee chains: Starbucks, Tim Hortons, Dutch Bros, Caribou Coffee, Dunkin’, and Peet’s Coffee in four states in the U.S. Essentially, mystery shoppers went to all of those (and CosMc's) and ordered a specialty coffee and a breakfast sandwich. What were the results? As you'd expect from a pilot like this, it was a mixed bag. Order accuracy at CosMc’s was 81 percent, compared to other chains’ 99 percent accuracy rate. And "friendliness" was rated at 56 percent, and overall satisfaction 81 percent, compared to 86 percent and 97 percent for other brands, respectively. The average wait time from entering the drive-thru line to reaching the speaker was 11 minutes and 13 seconds, significantly longer than the 1-minute and 46-second average for the other six brands. "These findings highlight the importance of balancing technological advancements with exceptional customer service. While CosMc’s excels in food quality and communication clarity, improving order accuracy and customer interactions will be key to enhancing the overall drive-thru experience."

Dynamic pricing in fast food? A risky move... Pivoting to dynamic pricing without properly considering risks to core values (in this case predictability and affordability), will negatively impact brand identity and customer loyalty. Is the innovation worth the cost to consumer satisfaction in this case? #DynamicPricing #Monetizationstrategies Shoutout to Michael Beispel, CFA for the rapid fire pricing insights! P.S. Wendy's is already starting to backtrack on this...

Welcome back to day two of the W.W.C.M.D. series on Dunkin' Donuts. Today, we are discussing the competition of Dunks. We converted the current situation yesterday and touched on some of the competition, but today we will go a little more in depth. First, we have the coffee giant Starbucks. They have a global presence, premium positioning, in a relentless focus on the customer experience. Starbucks continues to be a primary competitor for Dunkin' donuts. Starbucks has mastered the art of creating a great place for customers to relax and socialize, which sets a high bar for Dunkin' to me in terms of ambiance and service. Next, we have the culprit of our last feature, McDonald's. They have long been known for their extensive breakfast menu and they're ever improving coffee offerings. McDonald's and some of the other fast food chains pose a serious threat to Dunkin' Donuts. McDonald's has been pushing their McCafe brand, making it a direct competitor to Dunkin' donuts for those quick grab-and-go coffee runs. We cannot forget all of the specialty coffee shops in artisanal cafes. These places have been popping up all over the place and really focus on that atmosphere and customer experience that Dunkin' Donuts can't seem to grab. They have a lot of flavors, high quality beans, and a personalized coffee experience. Overall, these competitors have more premium and diverse options. Lastly, and I have to say my personal choice for regular coffee, is the gas stations and convenience stores. The price is good, the experience is easy, and they are notoriously convenient hence the name convenience stores. I personally have one in my town that I go to regularly and they have a rewards program that gives me a free cup of coffee for every 10 that I buy and also I get a free cup of coffee every Monday. Oh... I almost forgot I get one free cup per month and on my birthday. The last competitor that I want to cover is that of technology. People now have advanced coffee makers at their fingertips for a pretty reasonable price. Without a strong customer experience, people are far more likely to make their own coffee at their house. Tune in tomorrow as I suggest how Dunkin' Donuts should begin their pivot process. Let me know your thoughts in the comments.

Managing a coffee shop? 🍵 You're likely familiar with the challenges that come your way, but do you know the best strategies to tackle them? Whether you're battling with inventory issues, staffing challenges, or simply want to enhance your customer experience, we've got your back. 👉 Dive into our latest blog where we outline the most common challenges coffee shops are facing right now, and offer advice, insights, and guidance on dealing with each problem. #coffee #coffeeshop #hospitality

Target ’espresso’ is rolling out Starbucks curbside pickup across the country as it looks for sales jolt : sweeten the shopping experience and deepen customer loyalty--Iced brown sugar oat milk shaken espresso, birthday cake pop and iced caramel macchiato topped the list of most commonly ordered items : Target, curbside pickup has led to more business. Customers who try Drive Up for the first time end up spending 20% to 30% more at Target than they did previously : cafe locations inside grocery and Target stores drive sales for Starbucks, and incremental traffic for those retailers, even as their customers pulled back on visits and spending : Target jolt sales as shoppers spend more on experiences and buy fewer discretionary items 1,700 stores that have Starbucks cafes and Drive Up, its curbside pickup service Target is adding Starbucks drinks and food to curbside pickup at stores across the country

🌟We want to know what you think in the comments below!🌟 @Starbucks has been in the news a lot lately. Recently, they revealed their Siren Craft System, aimed at making work easier for baristas and improving customer experience. Key Features of the Siren Craft System: 📈 Optimized Beverage Preparation: Faster and more consistent drink-making process. 👥 Enhanced Staffing Roles: New roles like "Expeditor" to ensure smooth operations. ⏱️ Reduced Wait Times: Efficient order handling to minimize customer wait times. ��� Smart Technology: Advanced systems to predict and manage high-demand periods. 💬 Why do innovations like this in the restaurant industry succeed or fail? Based on your experience as a Starbucks customer or Starbucks Partner, what are your thoughts on this operations transformation? #Innovation #CustomerService #Efficiency #ServicePhysics #OperationalExcellence

"Revolutionize your coffee business with the Coffee Management System! Elevate efficiency, streamline inventory, and boost profits effortlessly. Our user-friendly platform empowers you to track sales, manage inventory, and enhance customer relationships seamlessly. Stay ahead of the competition with real-time insights, personalized promotions, and optimized resource allocation. Expand your online presence, ensuring your coffee venture thrives in the digital age. Trust in our secure system that prioritizes data protection and compliance. Join the Coffee Management System community and experience the perfect blend of control, convenience, and customer satisfaction. Brew success with us! #coffeemanagamentsystem #coffee #coffeelovers #softwaredevelopment #softwareservices #restaurant #sells #service #softwareprovider #connections #followers

They laughed when we discussed reducing their process by a few clicks. COOs, GMs, and other operations leads don't enjoy when their processes are scrutinized. "What's a few more steps?" they whine, ignoring how small improvements can lead to huge gains. When Starbucks studied the average customer wait time for a Mocha Frappuccino, they found they could cut wait time by more than half (59% - 36 seconds down from 87)! They found that putting “a custom ice dispenser, milk-dispensing system, faster blenders all located within reach of a barista, [reduced] bending, heavy lifting, eliminating [travel] and eased congestion” leading to a massive improvement in the customer experience. According to Bloomberg, serving just 5 additional customers per store daily could net Starbucks an additional $900 million annually! How many clicks does your process take? How much bending, lifting, travel (screen or geographical), etc., does it cost you to complete a process? Could your process be more efficient? Cheaper? Faster? More accurate? All of the above? I'd love to hear your thoughts! Reach out if you'd like to explore more! Further reading: https://lnkd.in/eN4Mz5S4 https://lnkd.in/eWzJbQwR h/t Trung T. Phan