Creative Ways to Enrich Your Restaurant’s Online Ordering Journey

Why Personalization Matters in Online Ordering

In today’s fast-paced dining world, online ordering has become an essential piece of the puzzle for restaurants. Whether you run a cozy neighborhood café or a high-end steakhouse, you probably know that offering a quick, reliable online ordering option is no longer a “nice-to-have” but a must. Yet, as more restaurants adopt digital tools, how do you stand out? The answer often lies in personalization.

By tailoring the online ordering experience to each customer, you show them they’re more than just a transaction. You acknowledge their unique tastes, the foods they love, or the dietary restrictions they observe. That extra human touch can translate into higher order values and stronger loyalty. In fact, Bain & Company research (Loyalty in the Restaurant Industry) suggests that a 5% increase in customer retention can boost a restaurant’s profits by up to 25%.

So, let’s explore five strategies to personalize your restaurant’s online ordering experience and keep customers coming back for more.

1. Incorporate Tailored Menu Suggestions

We’re all familiar with scrolling through an online menu and seeing a never-ending list of items. It can quickly become overwhelming. That’s why personalized menu suggestions can feel like a welcome guide, similar to a helpful server recommending your house-special pasta or signature dessert.

Here’s how you can integrate this concept into your online ordering flow:

• Use Past Order Data: If you collect data on repeat customers, consider displaying top “Previously Ordered” items when they log in. This subtle reminder can give them a sense of comfort and might spark a smile if they see their favorite meal front and center.
• Highlight Seasonal or Local Favorites: If you know a particular diner leans toward vegetarian dishes or is enthusiastic about local produce, customize their page to feature farm-fresh salads or plant-based specials. It doesn’t need to be overly elaborate—just enough to show you’ve been paying attention.
• Enable a “Build Your Own” Feature: Some folks have dietary restrictions or love to customize their meal. Add an option for them to pick their preferred ingredients or choose extras easily. When your system “remembers” these preferences, it reduces friction next time they order.

By nudging your online platform to behave like a friendly server, you provide the sense of personal touch that’s often missed in digital interactions. It’s a bit like inviting them to your table, even if they’re miles away.

2. Offer Interactive Upsells and Cross-Sells

Think of the time a server at your restaurant says, “We have a delicious house-made aioli that pairs perfectly with your fries—would you like to try it?” In-person, that quick recommendation can boost check sizes and help diners discover new items. The same principle applies online, and personalizing these prompts makes all the difference.

Consider these approaches:

• Pairings Based on Item: If a guest orders a spicy sandwich, prompt them with a suggestion like, “Cool down with a side of coleslaw or a refreshing iced tea.” Tailoring such recommendations to each main item feels curated and thoughtful.
• Time-Based Recommendations: If it’s early morning, highlight coffee or fresh pastries that complement breakfast orders. During dinner hours, mention a dessert special that’s just the right finish to a savory meal.
• Prompts for Loyalty Members: If your online system is integrated with a loyalty program, you can greet members with exclusive upgrades or mention how many points they need to unlock a free side. This can gently push them to add that extra item to meet their reward threshold.

When these upsell suggestions feel relevant rather than random, your diners appreciate the convenience. They might just think, “Wow, they know exactly what I want!”—even if it’s a simple software trigger doing the heavy lifting behind the scenes.

3. Personalize Your Branding and Messages

A big part of the online ordering experience is the look and feel of the interface. Some restaurants forget to infuse personality, leaving it sterile and cookie-cutter. But if your physical dining room exudes warmth, why not replicate that vibe online?

Try these tactics:

• Use On-Brand Color Schemes: Align your online ordering site or app with the same colors and style diners see when they walk in your door. Your brand story remains consistent, and it feels more like your place rather than a third-party website.
• Write Friendly Notes: Instead of a generic “Your order has been received,” why not try “Thanks for ordering from our kitchen! We’re excited to cook for you.” This kind of warm copy makes your digital presence feel more human.
• Insert Personal Video or Staff Photos: Recording a short welcome video from you or your head chef can be a charming bonus. Or include photos of your smiling team on the order confirmation page. These touches remind people of the real humans behind their meal.

When a diner visits your online ordering platform, it’s often their main connection to your restaurant at that moment. Make it resonate with the same personality and heart you deliver in-person.

4. Customize Communication at Every Touchpoint

Online ordering doesn’t stop once someone hits “Submit Order.” Every message you send is a chance to strengthen their connection with your restaurant. If you only rely on bland automated emails, you might miss a golden opportunity to stand out.

Here’s how to step up your messaging game:

• Order Confirmation: Instead of a dull receipt, craft a short thank-you note. Mention something relevant like, “We’ll have your spicy tuna roll prepared with extra care” if that’s what they ordered. Specific details make it feel less automated and more personal.
• Delivery or Pickup Updates: If you offer real-time tracking for deliveries or a text reminder for pickup, set a friendly tone. For instance: “Your buffalo wings are almost ready! We’re just adding that final touch of sauce before we send them on their way.”
• Follow-Up Messages: After an order is delivered, consider sending a quick “Hope you enjoyed your meal!” message. You can add an invitation to leave feedback or request a review. Keep it short, sweet, and genuine.

By sprinkling a personal touch into each communication, you ensure your diners feel appreciated from start to finish. And that could be the nudge that turns a one-time visitor into a loyal patron.

5. Leverage Innovative Payment Solutions

Personalization isn’t only about the menu or messaging. Payment is a critical moment in any dining experience—online or not. You can offer more than just a transactional card entry form. Here’s where solutions like sunday can help.

sunday’s QR code payment system is already known for its ease of use in restaurants. When adapted for online orders or phone-based experiences, it can transform the final step from “OK, let me enter my card details again” into a quick, fuss-free moment. Beyond saving time, you can use payment data to tailor future offers:

• One-Click Reorder: If your platform securely stores payment info, returning customers can reorder their favorite meal in seconds. They feel recognized and skip the typical checkout hassle.
• Integrated Tips and Special Donations: For guests who love your staff or want to support a community cause, you can feature tip or donation options that reflect your restaurant’s values. Adding a friendly note like, “Feel free to tip your server here—we appreciate your support!” builds goodwill.
• Reward Status Visibility: If you tie payments to a loyalty program, show customers how close they are to a free drink or dessert right on the payment screen. That gentle nudge can inspire them to return more often.

When your guests feel you respect their time—and their wallet—they’re more likely to trust you as a go-to dining spot. By offering streamlined, personalized payment options, you round out the entire online ordering process with consistency and care.

Putting It All Together

A personalized online ordering experience isn’t about throwing fancy tech at your customers. It’s about understanding their needs, speaking their language, and easing the path between craving and satisfaction. At times, it might be as simple as calling them by name in a confirmation message. Other times, it could be building robust loyalty features that acknowledge their ordering history.

Here’s a quick recap of the five ideas for a more personal online ordering experience:

1. Incorporate Tailored Menu Suggestions — Use past order data and targeted recommendations to instantly guide customers toward items they’ll love.
2. Offer Interactive Upsells and Cross-Sells — Provide relevant pairings and promotions that truly enhance the meal, rather than blindly pushing random extras.
3. Personalize Your Branding and Messages — Keep colors, tones, and communications consistent with your restaurant’s unique vibe.
4. Customize Communication at Every Touchpoint — Use each message (confirmation, pickup reminder, follow-up) to show customers you value them.
5. Leverage Innovative Payment Solutions — Streamline checkout with user-friendly tools like sunday, making the final step of the journey just as welcoming as the first.

All these elements, when stitched together, create an experience that doesn’t feel mechanical. Instead, it feels almost like walking through your front door and being greeted by a host who already knows your favorite table.

At a time when many restaurants rely on third-party delivery apps that reduce brand visibility and personal connection, having your own direct online ordering channel—enhanced with these personalization strategies—can be a game-changer. You’re building deeper relationships with each click and swipe.

As you adapt or upgrade your online ordering setup, remember that personalization is not a one-time fix. It’s an evolving approach that requires you to monitor data, listen to feedback, and refine your offers. But each little tweak can bring you closer to an online experience that feels distinctly yours—a place where diners sense that, even virtually, they’re welcomed like family.

And that’s precisely what keeps them coming back for seconds.