Speaking only for myself as a consumer, I'm not just buying fewer lattes, I'm actively looking for businesses that can make the ordering process familiar and convenient. I don't want to have to have my phone on me, or to pull it out, scan a QR code, read a digital menu. Just let me walk up to the counter, read a physical menu, place my order with a human being and get out of there.
There are a FEW situations where mobile ordering and such is better. When there is a MASSIVE line at the counter for example. Mobile ordering can skip waiting in line and let you know when your order is ready to go pick up. In that situation, it makes sense.
But most restaurants, at least where I live (in a medium sized city), don't come close to having that issue.
Yet trends are trends and we love solving things with the wrong tools just because something is popular somewhere, so businesses assume consumers will enjoy it everywhere and it will be the "next big thing." 90% of the time, it's not.
There are a FEW situations where mobile ordering and such is better. When there is a MASSIVE line at the counter for example. Mobile ordering can skip waiting in line and let you know when your order is ready to go pick up. In that situation, it makes sense.
But most restaurants, at least where I live (in a medium sized city), don't come close to having that issue.
Yet trends are trends and we love solving things with the wrong tools just because something is popular somewhere, so businesses assume consumers will enjoy it everywhere and it will be the "next big thing." 90% of the time, it's not.