Restaurants’ New Brand Challenge: Delivering a Consistent Customer Experience in an Inconsistent World 

At a time when stress is running high for folks cooped up at home, comfort food from their favorite restaurant is a respite in a crazy world. Fortunately, loosened restrictions have allowed most restaurants to welcome dinner back, although in many cases they are still operating at reduced capacity and with such caveats as shortened menus, face coverings when not seated, and social distancing. Even with the limitations, loyal customers are eager to return to dinning out so that they can get a taste of both the food they love and the place they know well. 

However, as customers return, restaurant operators face a slew of new challenges. Standard operations and the consumer experience have been dramatically changed by the pandemic, and both government and brand regulations are still in play. Now, restaurant organizations will need to deliver an on-brand, enjoyable experience while still contending with the “next normal.” This paradigm shift is here to stay for the foreseeable…