How Joe & The Juice Are Taking App Ordering To The Next Level

Kasper Garnell, Brand Director, Joe & The Juice

The pandemic didn’t just make the food and beverage industry pivot. It made us all take a whopping 360-degree jump as we evaluated how we keep customer service, satisfaction – and yes, profits – high when we didn’t have customers coming through the door.

Most of us have found an answer in carving out online ordering and delivery options. Whether via a website, in-house app, or third-party delivery service, online ordering solutions have marked one of the biggest food industry trends of the last two years.

As the pandemic hit in March 2020, 38% of Americans said they had used a food delivery app. Just one year later, that had grown to 48%. And the trend shows no sign of slowing down.

"As the pandemic hit in March 2020, 38 percent of Americans said they had used a food delivery app. Just one year later, that had grown to 48 percent. And the trend shows no sign of slowing down"

Online ordering, pre-ordered pick-ups, home-delivery. These are the new normal to which we all need to adapt.

Reader, we landed that jump. Here’s how.

Embracing Food Industry Trends Without Losing Who We Are

The whole Joe & The Juice experience is pretty important to us. It encompasses all we do. Our focus on healthy, plant-based food, our unique in-store ambiance, and our less than 2% waste commitments. So the big pandemic question was never simply “How do our customers order online?” but instead “How do we integrate tech to make our existing customer experience better, and integrate our customer experience into tech?”

We’ve answered that question with a best-in-class global app with an in-built loyalty program that allows us to reward our loyal guests without losing the intimate Joe vibe that is at the heart of what we do. Already fully operational in the US, we’ll be expanding it into our UK market in the third quarter of 2022.

Seamlessly Integrating Key Food Industry Software

Seamless integration has been key. We’ve seen competitors falter where they’ve not been able to properly integrate new tech into their operational workflow. For us, the Joe & The Juice app is an extension of what our brand is all about — quality, convenience, and a bit of quirky Joe-ness. And it is wholly focussed on our customers.

Our approach has been a combination of direct APIs with trusted third-party delivery services and OLO aggregators. Everything seamlessly integrates into the point of sale and digital list, with the advantage that the whole customer experience is managed by our team.

Using Customer Experience Insights To Level Up Customer Satisfaction

With trademark Joe oversight at every stage of the customer journey and every customer touchpoint, we can ensure a smooth omnichannel experience. Joe-style. We’ve also leveled up the Joe & The Juice customer experience through our app by:

• Using customer data to continually enhance our user experience.

• Adding specific app pick-up walls in all in-person Joe & The Juice stores so customers can seamlessly order online then collect in-store.

• Creating personalized loyalty programs that track customer purchases and can tailor rewards to customer behavior. So, for example, if you order a coffee three times in a row (and why wouldn’t you?), we’ll automatically present you with a loyalty card that gives you up to 25% off coffee.

At Joe & The Juice, we’ve not only learned to adapt to the ‘new normals’ in the food and beverage industry, but by using them as a catalyst to take our customer experience to the next level, we’ve made the new normal work for our customers too.

They have all the convenience of online ordering without compromising the reasons they chose Joe & The Juice in the first place – our intimate feel, commitment to low waste, and high-quality healthy food and juice. That means more loyalty via our top-level app software and an increased customer lifetime value.