Executive Summary Series: Capitalizing on Chain Delivery and Take-Out

Posted by IFMA December 14, 2017

Tagged in Executive Summaries Marketing & Sales Leaders Forum


Consumers, operators and manufacturers have different views on the most important aspects of ordering meals from restaurants for home delivery, particularly when it involves third parties such as GrubHub. Datassential's Jack Li explained that consumers are most concerned with the ordering process and the quality of the food when it arrives, while restaurant operators want the food to be great and the customer's experience to be positive, because that reflects on the restaurant's brand.

Manufacturers say they care most about the food, but Li says they should also care about the other elements--ordering, delivery and experience--because they have a direct impact on the quality of the food. For example, food is impacted by the success of the delivery, the accuracy of the order and the customer's enjoyment of the experience.

Li noted that the importance of third-party ordering cannot be understated, because the number of third-party companies is growing, and younger consumers prefer to order food when and how they want it, for convenience. The trend will grow as new delivery systems such as aerial and even four-wheeled drones become more common.

He even noted the advent of "ghost" restaurants, eateries where there is no physical space. Butcher Block in New York City, and ASAP Poke in Chicago are examples of new restaurants that exist wholly online, and Li compared them to food trucks in terms of growth potential.


  • Examine new partnership models
  • Feedback and visuals are vital to the ordering process
  • Position the food better
  • Packaging is critically important
  • Prepare for the future

IFMA members can access the complete Executive Summary. Click here to Log In.

Learn more about joining IFMA and gaining access to this content. In addition, as a member, you will gain access to a wealth of Insights, Best Practices and Connectivity events needed to optimize your competitive position in the foodservice industry.


Login To Gain Access To This Content
Mar 18

Chain Operators EXchange (COEX)

The IFMA Chain Operators EXchange (COEX) enables chain operators to take advantage of business building insights and create personal connections with leading manufacturers. With dozens of high-profile operators on the planning committee, the program truly is created "by operators, for operators."

2017 Post MSLF Webinar: Best Practices in Marketing & Sales Collaboration: Roundtable Report-Out

An in-depth report-out from the interactive roundtable discussions at Marketing & Sales Leaders Forum. Four distinct areas of discussion, including: Innovation, Customer Support Management, Strategic Planning & Development, and CRM/Lead Generation.

2017 Post MSLF Webinar: Efficiency & Effectiveness of Synchronized Data

Learn what you can do to affect change in your organization, increase sales, and meet consumer demands for accurate and complete data.

2017 Post MSLF Webinar: Supply Chain Optimization

An all-access deep-dive focused on IFMA’s Supply Chain Optimization Development Board, developed to ensure product is delivered in the right place, at the right time, in the right quantity.

2017 Post MSLF Webinar: How to Navigate the Complexity of a GPO

As group purchasing organizations expand into more markets and impact a larger percentage of large leverage operators (LLOs) and independents, manufacturers need to make choices. Gain a deeper understanding on the GPO “landscape” and how to engage with GPOs for desired outcomes.

COEX Executive Summary: Crossing the Generational Divide - Unlocking the Power of Generations to Grow Your Business

Jason Dorsey shared research findings about Millennials, unlocked hidden drivers about Millennials’ behavior, and provided insights about influencing behaviors of Millennial customers and employees at COEX 2017. Read the executive summary now!

Post MSLF Webinar: The Evolution of Manufacturer-Distributor Planning is Underway!

Is category management dead or merely evolving into something different? Jeff Schroeder and Tim Hand, Partners at Kinetic12 Consulting outline the exciting evolution of manufacturer-distributor insights based planning. 

Post MSLF Webinar: Capturing the Consumer of Tomorrow with Innovation in Food Marketing

Chef Thomas Talbert, VP of Culinary R&D at CSSI, builds off his MSLF presentation and cover the consumer of tomorrow, key impacts influencing their food choices and tactics to marketing to tomorrow’s consumer – including digital, experiential and print.

Post MSLF Webinar: Winning with LTOs

Major chains collectively launch nearly 6,000 LTOs each year, but what separates the truly successful ones from the rest of the pack? Jack Li, Builder at Datassential dives deeper into his MSLF session focusing on what drives a successful LTO, and how manufacturers and their national account customers can collaborate and ideate more effectively.


White Castle CEO Lisa Ingram Explains Why Customers Love the Chain

White Castle’s customer loyalty is legendary. Customers have been known to tattoo the company’s logo on their arms and reproduce it on their urns. The fast-food chain’s Valentine’s Day celebrations are so popular that reservations are needed. During a keynote address at IFMA COEX 2016, White Castle CEO Lisa Ingram described the leadership strategies behind the values, practices and culture that have perpetuated customer loyalty. 

Achieve a Competitive Edge through Collaborative Planning and Execution Excellence across Multiple Disciplines

Restaurant chains operate today in a fast-changing market environment. And the pace of change is accelerating, driven by multiple factors including technological advances, the pressure to innovate, consumers’ rising expectations on the speed of service and competitive pressures. Those who embrace these challenges will find they lead to a competitive edge through collaboration across multiple disciplines.