Franchise Industry Urged to Shift from Tech-Resistance to Tech-Resilience
The restaurant industry, particularly franchise systems, is urged to shift from tech-resistance to tech-resilience. Remaining complacent with old technology can hinder business growth, as seen in the slow adoption of new tech by the industry historically. However, forward-thinking franchises can stand out by embracing the right technologies.
Craig Dunaway, COO of Penn Station East Coast Subs, exemplifies this approach. He implemented technologies to boost both customer experience and operational efficiency, supporting the brand's rapid expansion and community engagement initiatives, such as collaborating with UNC Tar Heels. Specific technologies used are not detailed.
Dunaway's strategy reflects a strategic integration of technology, aligning with the needs of both customers and franchise operations. This approach is recommended for franchise brands aiming to better support their operators and differentiate themselves in the competitive market.
Internal platforms for franchises should be easy to use, cost-effective, and purposefully selected to facilitate franchisee support and growth. This is crucial, given the industry's past reluctance to adopt new technology and the increasing demand for tech-savvy services, with 82% of Gen Z adults comfortable ordering via a smartphone app.
Franchise systems must move away from tech-resistance and embrace resilience. By adopting the right technologies, they can enhance customer experience, operational efficiency, and support franchise growth. This shift is essential to keep up with the evolving demands of tech-savvy customers and stand out in the competitive market.
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