What Had the Most Impact on the Restaurant Industry in 2018 and Was There Anything That Surprised You?

Modern Restaurant Management (MRM) magazine asked restaurant and hospitalty industry insiders: What do you feel had the most impact in 2018 and was there anything that surprised you? Read on for their insights.Gilbert Bailey, Xenial VP Analytics & Customer EngagementWe believe one of the things that has had the largest impact in 2018 is the voice of the employee. There’s a link between happy employees and customers. Restaurants are looking for ways to foster an open culture of growth and sharing among employees, so they feel invested in their roles and how they interact with customers. Furthermore, companies that are successful in customer engagement have 1.5x as many engaged employees as their competition. 

Gilbert BaileyAlex Barrotti, TouchBistro Founder & CEOI always knew online ordering apps would be important, but it surprised me that there are now so many. With ridesharing apps, there are two key players - Uber and Lyft. For a while, there was a mad dash to gain market…