If you’re wondering how to increase customer loyalty in restaurants but don’t know how, this guide is here to help you out.

👋 In this guide we’ll walk you through increasing the number of loyal customers your restaurant business has. We’ll do this by showing you some techniques you can implement both in-house and online.

So let’s get straight to it, first by looking at in-house restaurant customer loyalty.

How to increase customer loyalty in restaurant (in-house)

When it comes to building a successful restaurant, learning how to increase customer loyalty in restaurant is key.

With loyal customers comes repeat business. We know that an existing customer is easier to keep, than gain a new customer. So if we want to focus on customer satisfaction and loyalty in order to increase revenue, here are some techniques for doing it.

Make your customer experience as good as it can be

Every customer visit should offer a high level of service, food quality, and ambiance. Consistency in these areas ensures that customers know what to expect and are more likely to return.

To gauge the effectiveness of your service, use objective individuals (mystery shoppers) to experience your restaurant from a customer’s perspective. They should assess every aspect of the service, from arrival to payment, without the staff knowing their purpose. This feedback is invaluable in identifying areas for improvement.

📈 According to a customer data 2023 Diner Trends Report, 55% of diners indicated that a table wait time of over 30 minutes would deter them from visiting a restaurant.

Here’s how to manage wait times effectively:

• Reservation system: Add a reliable reservation system to minimize wait times and manage customer expectations.
• Wait time communication: Be honest and accurate about wait times. Offering a comfortable waiting area or complimentary drinks can improve the waiting experience.
• Efficiency training: Train your staff to be efficient and attentive, ensuring that tables are turned over promptly without making guests feel rushed.

Keep things fresh and interesting

It’s essential to keep your restaurant dynamic and engaging to maintain customer interest and encourage repeat visits. Customers are always on the lookout for new experiences, and stagnation can drive them to explore other options.

Here are strategies to keep your restaurant fresh and interesting for a loyal customer base.

Introduce new menu items

• Change things up: Regularly introducing new dishes keeps your menu exciting and gives regular customers a reason to come back. These additions don’t necessarily need to be tied to a theme or season; they just need to be fresh and interesting. Consider experimenting with new flavors, ingredients, or culinary techniques to offer something unique.
• Seasonal offerings: Align your menu with the seasons by introducing delicious food that features seasonal ingredients. This not only keeps the menu fresh but also showcases your commitment to quality and sustainability.
• Limited-time offers: Create excitement with limited-time offers. These can be themed around holidays, events, or even local happenings. It encourages customers to visit before the offer ends.

Revamp your space

• Refreshing the layout: Changing the layout of your restaurant can provide a new experience for returning customers. Simple changes such as updating the decor, rearranging the seating, or adding new artwork can make a significant difference in brand loyalty.
• Theme nights: Organize theme nights or events that transform your restaurant’s ambiance and menu for the evening. This could be anything from a cultural night, showcasing cuisines from different countries, to a retro-themed evening. Keep in mind your customer preferences and interests for these.

Use marketing to communicate changes

Use social media, email marketing newsletters, and your restaurant’s website to keep your customers informed about new menu items, layout changes, or upcoming events.

Engaging content like behind-the-scenes videos, chef interviews, or sneak peeks of new dishes can generate excitement and anticipation.

You can also use this to incorporate customer feedback into your marketing. Highlighting how customer suggestions have been implemented not only demonstrates that you value their input but also encourages other customers to engage with your brand.

Social media platforms are powerful tools for showcasing your restaurant’s offerings and changes. Regular posts about new menu items, special events, or even customer reviews can keep your audience engaged and informed.

Train your staff to empower them

Direct contact between your staff and customers is a game-changer. When customers enjoy a warm and friendly experience, they’re likely to come back for more. Regular, in-depth training ensures your team can provide top-notch service. After all, happy and knowledgeable staff make for a memorable dining experience.

Here’s how to make this happen.

Keep the training going

• Keep learning: Training shouldn’t be a one-off. Keep it regular to stay on top of menu updates, service techniques, and the best ways to interact with customers.
• Practice makes perfect: Role-play different customer scenarios with your team. This helps them get comfortable and ready for anything that comes their way.

Let your staff take the lead

• They’ve got this: Trust your team to make decisions that can instantly make a customer’s day better. Whether it’s giving out a free dessert for a special occasion or sorting out a small issue, this trust shows your team and customers that you’re all about happiness first.
• Solve it on the spot: Teaching your staff to quickly deal with complaints shows that your restaurant cares about its customers’ experiences. It’s all about making things right, right away.

Make it personal

• Remember the regulars: Help your team remember the names and likes of your regulars. A simple “Welcome back, we missed you!” or “Your usual table, right?” can make a big difference.
• It’s the little things: Encourage your team to add their personal touch. Whether it’s recognizing a birthday or suggesting a favorite dish, these small gestures make customers feel valued.

Happy staff, happy customers

• Spread the joy: A happy team naturally creates a welcoming atmosphere. Create a place where your staff feels appreciated and excited to come to work.
• Share the knowledge: Make sure your staff knows the menu inside and out. When they’re confident about what they’re serving, they can share that enthusiasm with your customers.

👋 Want some more techniques for improving your customer service? Check out our restaurant customer service guide.

So now we know some techniques for providing excellent customer service in-house. Next, let’s take a look at how to increase customer loyalty in restaurant online.

How to increase customer loyalty in restaurant (online)

In this section, we’ll walk you through increasing customer loyalty through online methods. Your in-house experience is important, but it’s becoming more and more necessary for restaurants to have a strong online presence.

Customers notice when your online experience isn’t as good as it could be. So let’s take a look at how to improve it.

Offer online ordering for delivery and pickup

Providing an online ordering option for delivery services and pickup can significantly increase customer loyalty. It adds convenience, letting customers enjoy your food without needing to leave their homes or offices.

This flexibility is especially appealing to those with busy schedules or those who prefer dining at home.

📈 A 2023 Diner Trends Report found that 29% of diners order takeout and delivery at least once a week. That’s a significant portion of potential business.

By providing an easy-to-use online ordering system, you’re meeting a need and building a habit for your customers. Customers who find it easy and enjoyable to order from you online are more likely to do it regularly.

Add online ordering to your WordPress restaurant website with Orderable

Adding Orderable to your restaurant’s website transforms the ordering experience for your customers. It’s all about making it as easy as possible for them to get their favorite meals. Whether they’re in the mood for delivery or prefer to pick up their order, the process is seamless.

Orderable is tailored specifically for the restaurant industry. This means features are built with your unique needs in mind. From order management to menu customization, everything is designed to enhance your business.

One of the standout benefits of using a platform like Orderable is the potential for increased revenue. By offering online ordering directly on your website, you’re not only catering to the current demand for delivery and pickup but also tapping into a growing market of digital-first customers.

With Orderable, changing your menu isn’t a hassle. Whether you’re introducing new items, running limited-time offers, or adjusting prices, the platform makes these updates straightforward. This flexibility allows you to respond quickly to trends, seasonality, and customer feedback.

Keep your restaurant top of mind

Staying at the forefront of your customers’ minds is key to boosting loyalty. You want to be the first place they think of when they’re hungry, planning a night out, or recommending a spot to friends.

Here’s how to keep your restaurant in the spotlight.

Be active on social media

Posting consistently on social media is a must. Share high-quality images of your dishes that look so good that they practically jump off the screen. Give your followers a peek behind the scenes in your kitchen, or share fun facts about your team.

Your aim should be not just to catch the eye of your audience but to engage them in a way that they start to crave your dishes. Interaction is key in these marketing campaigns. Make sure to reply to comments, engage with local hashtags, and repost content from your customers’ positive experiences.

Send emails that matter

📈 Considering 50% of diners prefer to hear from restaurants through email, crafting an effective email strategy is crucial.

Regular newsletters can keep your customers informed about what’s new on the menu, special deals, or exclusive events at your restaurant.

Segment your email list to tailor your emails to fit your audience. This could be based on their dining preferences, their most ordered dishes, or how frequently they visit. Personalized messages resonate more, making each communication more impactful to encourage repeat customers.

Create merchandise

Launching a merchandise line can transform your loyal customers into ambassadors for your brand. Items like t-shirts, hats, or bags with your restaurant’s logo not only serve as great keepsakes but also help spread the word about your restaurant in everyday conversations.

Keep your merchandise interesting by releasing limited edition items or collaborating with local artists. This adds an element of urgency and exclusivity, encouraging your customers to make a purchase before they miss out.

Utilize online platforms

Encouraging satisfied customers to leave positive reviews on platforms like Yelp, Google, or TripAdvisor can significantly bolster your online presence. Good reviews not only enhance your visibility online but also provide potential customers with the assurance of a great dining experience at your restaurant.

Add a customer loyalty program to online orders and table orders

A loyalty program can turn occasional visitors into regulars. Imagine every order getting your customers closer to a reward. It’s a win-win: they keep coming back, and you keep serving up what they love.

Why loyalty programs work

📈 Did you know 41% of consumers say loyalty programs make them more likely to keep buying from a restaurant?

That’s almost half your customers waiting for a reason to choose you again. A loyalty program gives them that reason. Each visit, each order, gets them closer to a discount, a free item, or some other cool perk.

How to create your restaurant loyalty program

If you’re using Orderable as your online ordering system, you can set up your loyalty program with the plugin WooCommerce Points and Rewards.

With this, you can tailor your loyalty program exactly how you want it. Decide what loyalty rewards/incentives to offer and how customers can earn them. The best part? It’s all automated. Every time someone orders online or dines in with QR codes, they’re automatically getting closer to their next reward.

Promote your program with a marketing strategy

Once you’ve got it all set up, shout your rewards program from the rooftops. Use social media, your website, and even signs in your restaurant to let everyone know about your awesome loyalty program. Make signing up easy and the rewards tempting.

• Go big on social media – Think about using eye-catching images, customer testimonials, and even short videos that explain how the program works. Regular updates with restaurant marketing can keep the momentum going.
• Update your website – Add a dedicated section or banner that leads visitors straight to the signup page. Keep the language clear and the signup process simple.
• In-house promotion – Table tents, menu inserts, punch cards, or even a quick mention by your staff can make a big difference. Physical reminders in your restaurant can prompt customers to sign up on the spot – especially if they can immediately benefit from a reward.
• Keep the communication going – Once someone signs up, keep the conversation going. Use email or text messages to remind them of their rewards, inform them about new menu items, or invite them to special events.

Have a customer feedback strategy in place

Listening to your customers is crucial. Their feedback, whether it’s through reviews or direct comments about their dining experience, can give you insights on where to improve and what to celebrate.

Here’s how to build a strategy around customer feedback, with a focus on both reviews and direct restaurant feedback.

Online reviews

Monitor them for valuable insights: Keep an eye on platforms like Yelp, Google, and TripAdvisor. These sites are often the first places potential customers go to learn about your restaurant. Respond to both positive and negative reviews to show that you value customer feedback and are committed to improving.

Encourage reviews: Don’t be shy about asking customers to leave a review. A simple reminder at the end of their meal or a note on their receipt can make a big difference. Just remember, the key is to encourage, not pressure.

Learn and adapt: Use the feedback from reviews to identify trends. Are customers consistently praising a particular appetizer? Make it a star on your menu. Are there complaints about service speed? It might be time to look at your processes.

Restaurant feedback

Make it easy to give feedback: Provide multiple channels for customers to share their dining experience directly with you. This could be a comment card, a section on your website, or a digital survey they can access via a QR code on their table.

Act on the feedback: When customers take the time to give you feedback, show that you’re listening. If someone suggests an improvement or points out an issue, let them know what you’re doing about it. This can turn a potentially negative experience into a positive one.

Thank your customers: Always express gratitude for feedback. Whether it’s a quick thank you on a review site or a more personal response to direct feedback, acknowledging your customers’ input is key.

Increase customer loyalty in your restaurant business this year

So there we have it, a whole set of techniques and tips for learning how to increase customer loyalty in restaurant.

We’ve talked about both in-house and online techniques. So depending on what your restaurant needs to work on or improve, this article should give you a strong starting point.

If focusing on building customer loyalty online, setting up your online ordering system is the way to go. Orderable makes this process easy and straightforward. Allowing you to streamline your online ordering process for better customer engagement and increased sales.