Enhancing Customer Satisfaction with Mobile Orders: Key Strategies to Avoid Pitfalls

In the ever-evolving landscape of the restaurant industry, mobile ordering systems have become essential tools for enhancing customer service. However, if not implemented thoughtfully, these technologies can inadvertently lead to reduced customer satisfaction. Yamaguchi Taketo, the CEO of Fancrew Co., will present at the seminar titled "Are Your Mobile Orders Hurting Customer Satisfaction?" hosted by Toreta on June 18, 2025. This seminar aims to offer insights into common pitfalls associated with mobile ordering and ways to enhance the experiential value for customers.

Understanding Customer Expectations

The seminar will begin by exploring the differing expectations of first-time and repeat customers regarding hospitality in restaurants. Yamaguchi will leverage data accumulated by Fancrew to quantify these differences, contradicting the common belief that only regular customers have specific service expectations. For instance, first-time visitors may have heightened expectations for warm greetings and attentive service, whereas habitual patrons might prioritize efficiency. By analyzing these insights, restaurants can implement targeted operational improvements that cater to varying customer needs.

Further, the discussion will include effective strategies to nurture repeat customers, such as utilizing reservation systems optimally to track visit frequency and customer preferences. This creates an environment where returning customers feel recognized and valued, thereby increasing their likelihood of returning.

Addressing Common Mobile Ordering Pitfalls

As many restaurants make the leap into mobile ordering, they often encounter obstacles that undermine their objectives. The seminar's second part will elucidate these pitfalls, analyzing how mobile ordering alters customer expectations and what can be done to mitigate negative impacts. Drawing on concrete data and case studies, Yamaguchi will detail what leads to customer dissatisfaction—issues such as decreased interaction with staff or the sterile nature of digital ordering interfaces.

One significant focus will be on how customers may feel disconnected when there is less face-to-face interaction during the ordering process. For instance, some patrons might find mobile screens lacking in personality and engagement. To combat this, Yamaguchi will present successful examples of businesses that integrate storytelling and product passion into their digital menus. By adding context behind menu items or including unique product descriptions, restaurants can reconnect with customers and elevate the overall dining experience, even in a digital context.

This session will be invaluable for both seasoned restaurants with existing mobile ordering systems and those contemplating their introduction. Attendees will gain practical insights into enhancing their service delivery while avoiding the pitfalls that can detract from customer satisfaction.

Key Takeaways from the Seminar

1. Discover the optimal hospitality strategies tailored for first-time versus repeat customers.
2. Identify common traps associated with mobile ordering implementation and their impacts on customer enjoyment.
3. Learn how to transform digital menus from mere ordering tools into platforms that convey the allure of menu items.

Seminar Details

- Date: June 18, 2025
- Time: 14:00 - 15:00
- Format: Live seminar via Zoom
- Cost: Free

Participants will receive a URL for attendance upon registration, and a recording of the session will be provided to registrants afterward. Please note that early registration is encouraged as spots may fill quickly.

Speakers

Yamaguchi Taketo
CEO, Fancrew Co.
A graduate of Osaka University, Yamaguchi has a rich background in strategy planning and product development across various industries. Since assuming leadership at Fancrew in 2020, he has been instrumental in harnessing customer feedback to empower restaurants to identify their strengths and weaknesses.

Danuki Tomohiko
Strategy Sales Division, Toreta
Danuki joined Toreta in 2019 and has been pivotal in promoting the restaurant reservation management system, facilitating the implementation of digital solutions in the industry.

About Fancrew

Fancrew specializes in analyzing customer and employee feedback through proprietary technology to enhance various aspects of business operations. Our focus spans across customer engagement, product development, and marketing support, driving positive change in diverse industries.

For inquiries, contact: Fancrew Co. (Public Relations, Email: pr@fancrew.co.jp)
Visit our website: Fancrew