THE EXPERIENCE OF FOOD DELIVERY

In this chapter we analyse the customer’s consumer experience of food delivery. The perceptions and sensations you experience and whether the product matches your expectations profoundly affects your subsequent behaviour and generates memories that drive loyalty and prescription or, conversely, disengagement from the brand. It is essential for the food delivery restaurateur to collect information about customers and identify the “moments of truth” of the customer experience. In this chapter, different tools are provided to help with exactly this process. Among them, the Customer Journey Map, an indicative graph detailing the route that the client follows from first contact with the restaurant, showing interactions along the journey which may transform the client into a loyal customer. This map enables a business to identify the most important touchpoints with the customer and reveals where the opportunities for improvement are located.