Hospitality Edition HYPER-CONVENIENCE Breaking boundaries to meet the needs of the 24/7 consumer A BuzzBites report powered by NESTLÉ PROFESSIONAL
JOIN THE HYPER-CONVENIENCE REVOLUTION A foreword by Paul Lumley, Brand & Communications Manager, NESTLÉ PROFESSIONAL Not so long ago, lunches were long, mealtimes took place around a table and queuing for dinner was commonplace. Fast forward a decade and it s a very different picture Aided by developments in technology, over the last few years we have seen a rise in on-demand services. In today s 24/7 culture, fast paced technologies such as take-away apps, touch screen vending, smart ordering and contactless payment are driving a convenience revolution that is changing the way we eat and drink. For consumers, convenience comes first and we have come to expect our favourite food and drink anywhere, anytime, at the swipe of a screen or the touch of a button. In fact, new research by OnePoll indicates that more and more people are eating and drinking on the move with over half of respondents (60%) having eaten breakfast, brunch, lunch or dinner on the go. What s more, 42% of people are likely to use some form of technological innovation while drinking or dining.* To stay relevant, products and services must seamlessly fit into people s busy and complex lives and provide a consumer experience that is straightforward and fussfree. For businesses engaged in hyper-convenience, technological innovations open up a wealth of opportunity. Brands such as Supper and Orderella are leading the way and demonstrating how new technologies can shape innovation in foodservice. At Nestlé Professional, we too are driving change. Our new generation coffee machines, including Nescafé Milano and Nescafé Alegria, use technology to ensure operational simplicity for the user, without ever compromising on the quality of drinks for the customer. Ultimately, technology is changing fast and hospitality businesses who are prepared to embrace these changes have every opportunity to be successful. Our new BuzzBites report has been designed to provide inspiration on how the sector is using the latest innovations in technology to gain a commercial advantage. *Survey of 500 consumers. Research conducted by OnePoll in collaboration with Nestlé Professional, May 2017 2
TECHNOLOGY AND THE HYPER-CONVENIENCE TREND Simon Baggaley, Nescafé Beverage Solutions Category Manager at NESTLÉ PROFESSIONAL Technology in relation to hyper-convenience is a chicken and egg situation. On the one hand, apps and on-site devices have been developed to keep up with our demanding and transient lifestyles while on the other, technology can be seen as the driver behind it all. The on-the-go revolution Our research shows 60% of respondents have eaten on the go, whether that s breakfast, brunch, lunch or dinner. Speed is the order of the day with a third of 18 24 year olds using smart ordering (pre-ordering food and drink via a smartphone or tablet app) when dining or drinking. Meals in minutes With 70% of those surveyed spending 10 minutes or less on breakfast and 95% now spending less than 30 minutes on lunch, establishments that can provide food and drink at the click of a button or the tap of an app are sure to benefit. There s an app for that 42% of consumers asked use technology while eating and drinking out of home. Better connected For operators who invest in technology, 34% of customers revealed it makes them feel more efficient, 21% feel their time is respected and a quarter (25%) feel better connected. The convenient face of coffee Coffee is no longer just the preserve of the coffee shop. Of the 53% of people surveyed who buy coffee to go, 30% buy coffee from supermarkets, 23% from pubs and 15% from leisure centres, demonstrating convenience is a key buying influence. Coffee at the touch of a button Over half of coffee drinkers surveyed buy from machines (53%), with quality (33%) and taste (30%) being the most important factors. All statistics from research conducted by OnePoll in collaboration with Nestlé Professional. Survey of 500 consumers, May 2017 3
INFLUENCER SNAPSHOT Q&A with infl uencer brand - Supper A high-end on-demand food delivery company. Technology driven but with quality and service at its heart. Peter Georgiou CEO, Supper What makes your business innovative? We have invested a great deal of time, research and development in getting the delivery process just right. With that in mind, we are able to deliver Michelin-starred food and keep it looking and tasting amazing. We use specially adapted scooters and high-tech equipment to ensure every delivery is on point. How has hyper-convenience impacted the sector? The word hyper-convenience gets used a lot nowadays and, as our lives get more demanding, convenience plays an ever more important role. I want to make sure that Supper is right there, driving the sector forward with innovation and service to match. Customers know what they want and we need to ensure we more than meet their expectations and keep raising the bar. Why is technology important to your business? Technology is at the core. It drives everything we do. It s how customers order, restaurants get the order and drivers know where they re going. Without technology and the sophisticated algorithms in place, we would be in the dark. We use it to maximise effi ciency and get the food to the customer as quickly as possible. What can convenience operators do to embrace the opportunity that new technologies present? Without it, most businesses won t survive. To be honest, as a society, we need to move forward, always improve and embrace it. Those that don t will be left behind. I would say, look at the various areas of your business, see what can be improved with technology and implement it invest as much as you can, sooner rather than later. Social Buzz @SupperLondon 4
INFLUENCER SNAPSHOT Q&A with infl uencer brand - Orderella The app that lets consumers order and pay for their drinks without leaving their table, so friends and colleagues can spend more time talking to each other. Dennis Collet CEO, Orderella What makes your business innovative? Previously, businesses wanted to be known as the Google of their sector. Now we compete for the title of the Uber of.... We saw the consumer desire to get the service they require and pay for it at a time to suit them, and took it to the pub industry. Pubs and bars rely on cash and bar staff but now there s another option which appeals to our now society. How has hyper-convenience impacted the sector? Hyper-convenience is incredibly important. It s a trend that shows no signs of slowing down. Consumers are getting used to being able to order food before they ve got home, hail a cab from miles away and, with Orderella, order a drink from across the room. Consumers expect that level of fl exibility in all areas of their lives now and using technology to its full is the only way to keep up. Why is technology important to your business? Without technology Orderella simply wouldn t exist. I previously worked as a consultant specialising in mobile payments and saw fi rst-hand how consumers were looking for ways to embrace technology in order for it to bring them some positive benefi t. Pubs and bars remain the socialising space of choice for many but with venues getting busier, it was taking longer to get served. Technology allows us to cut through that part of the process and drive an evolution towards a new way of socialising. What can hospitality operators do to embrace the opportunity that new technologies present? Traditional foodservice businesses, from restaurants and hotels to grab-and-go kiosks, need to adapt and change to their environment. Investments in technology, whether big or small, help operators appeal to the hyper-convenience market and improve effi ciency across the board, and this is what the sector needs to succeed. Social Buzz @Orderella 5
We re using technology to help hospitality businesses provide the best coffee offer they can. This latest generation of machines use the very latest in touch screen, telemetry and microgrind technology to offer a completely new, tailored consumer experience, all at the touch of a button. Innovations in the industry mean automated machines can come as close as possible to producing barista-style coffee in seconds without the need for a highly-trained member of staff, giving operators the opportunity to cut costs. Developments in telemetry take this one step further, allowing businesses to analyse and control the machine on their own. It doesn t matter where in the world they are, they can still monitor sales, best performing drinks, machine status and what ingredients need topping up fi tting in with their hyper-convenient lifestyle. THE LATEST INNOVATIONS IN CONVENIENCE Simon Baggaley Nescafé Beverage Solutions Category Manager at NESTLÉ PROFESSIONAL Nescafé Alegria Commercial coffee machines designed to slot straight into store to create a coffee destination Café-style menu gives customers the ability to choose the coffee they love Machines are easy to use meaning staff can get on with the working day without having to worry Available in compact or larger units to meet the needs of medium to high traffi c sites CaféCare package means support every step of the way, from installation and training to servicing and POS. Beverage Ambassadors will help you get the most from your machine. With fl exible monthly CaféCare packages starting from as little as 67.82 a month, you can really make the most of the on the go opportunity. 6
Nescafé &GO A modern and compact machine available for just 99* fully installed No plumbing, you simply plug in and go The machine heats up in about 10 minutes, then holds the temperature to make sure each drink is made in just 11 seconds It s available with a wide drinks menu and is easy to maintain Carefully selected Arabica and Robusta beans are foil sealed in our double walled cups for freshness Giving your customers great coffee, cup after cup, Nescafé &GO is the ideal entry point commercial coffee machine. *Excludes VAT and Delivery Nescafé Milano Micronised coffee concept locks finely-ground coffee within a soluble granule, which can help preserve the taste and rich aroma of the quality roasted beans In under 10 seconds, the machine delivers a consistent espresso base with a thick crema Intuitive touch screen delivers up to 27 drink variations, including double and single shot coffee, layered lattes and frothy cappuccinos in semi-skimmed and skimmed milk options Latest two-way telemetry technology allows operators to track sales and introduce new variants and promotions in line with the seasons Our premium self-serve coffee solution allows your customers to customise their drinks just the way they want them. Explore our range of coffee machines at www.nestleprofessional.co.uk 7
WHAT S COMING UP? This autumn, BuzzBites will be turning the tables on talent, drawing on experts and influencers from the world of hospitality to uncover the truth about the talent crisis and explore what it means for the future of the industry. Watch this space Visit www.nestleprofessional.co.uk for an insight into what s coming up 8