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Today, many people cannot survive a day, let alone an hour, without their mobile phone. And no wonder: mobile devices have become so much more than a basic communications tool. They’re also our email inboxes, cameras, alarm clocks, research tools, virtual shopping malls, and so much more.

The beauty of it all is that the devices we use, paired with the plethora of information available to us online, have created a really unique and exciting ecosystem: one where anyone can learn about almost anything, any time, with minimal effort.

This reality presents unprecedented business opportunities to restauranteurs and grocers. The key lies in the ability to weave one’s way into learning what customers want and need to know—and leveraging that understanding to better engage with current and new customers alike.

So how in the world does one even begin to do that in a truly connected, real and meaningful way? By implementing tools that allow you to capture and create a centralized view of your customer data.

It may surprise you but implementing the right tool sets into your restaurant or grocery environment are an easy part of this equation. In fact, after implementation, 90% of the battle is already won. At omNovos, our own InterACT™ mobile app and PACE personalization platform allows you to capture customer data at each and every touchpoint, amalgamate data from all data sources, and create Single-User-Profiles for a 360-degree view across all channels—allowing your business to communicate with customers on a personal level and, ultimately, create truly meaningful connections.

As customers begin to engage with your app and delivered content via PACE, this creates your “research and learning ecosystem.” With each engagement comes more learning for your business about each individual customer—leading to interactions that become more personalized over time. Instead of communicating with them via the aforementioned pop-up ads, generic offers and impersonal messaging, your ecosystem has the insights and tools to address each individual’s exact needs in real time, using the data they share with you.

Here’s a great example of what one of our clients—a major grocer—is doing with our digital engagement technology. Many of their customers were—as I often do—spending time in their store wandering around aimlessly, trying to remember what they even liked to eat, let alone purposefully buying food. In this case, the grocer enabled engagement through something as simple as barcode scanning (which is just one feature of our InterACT mobile app).

When a customer scans product barcodes as they shop, they immediately receive specific product info that in turn makes their entire experience interactive from start to finish. But wait, there’s more: those scans also deliver easy recipe suggestions all based on that customer’s own preferences. So, as a quick example, if the customer happens to love barbecue (as indicated in their profile data), they may receive information about the store’s brand-new private-label BBQ sauce and a recipe for pulled pork—all because they scanned a pork loin while they shopped.

As a restaurant example, the same approach applies. Whether the system captures data as it relates to meals purchased, favorite meals (order frequency), special occasion visits, and so on—personalized experiences are had by all. The menu could have small QR codes beside menu items that pull up suggestions for wine pairings, the best appetizers or desserts. More so, every customer can also receive updates via the app on new specials and menu items—even so-called “secret” menu items or substitution suggestions to make them feel they have received an exclusive offer just for them. Where personalization is concerned, the possibilities are endless.

Ultimately, the key to engaging customers and educating them on whatever they need or desire is always about experience. No one should ever feel they are receiving the same information or the same offer as the customer next to them—they should feel the communications they receive are meant just for them and them alone. It’s at this point that your brand becomes far more than just a grocery store or restaurant: it becomes a mutually beneficial personal relationship for each and every single person involved.

Want to learn more about omNovos’ digital engagement solutions? Find out how our PACE (Personalized Automated Customer Engagement) platform can take your customer experience to the next level: https://omnovos.com/customer-engagement-platform/