Because the pizza business continues to shift rapidly toward an online ordering experience, major players, such as Domino's and Papa John's, have raised the bar for smaller establishments that often struggle to implement and integrate modern technologies. For Sarpino's Pizzeria, however, Web and mobile ordering platforms have enabled Chicago's fastest growing chain to compete with top brands and grow its market share.Prior to its partnership with Devbridge, Sarpino's site focused solely on franchise sales, as the company had yet to invest in online ordering capabilities. But, with roughly 69 percent of consumers ordering food online using their mobile device, Sarpino's recognized that it needed to make immediate changes in order to satisfy customers and preserve business. Consumer behaviors and preferences dictate much of today's technological innovation and adoption. Thus, Sarpino's established an online and mobile ordering system that enables customers to seamlessly and easily place orders without calling the restaurant directly.
By using specified keywords, Sarpino's optimized its website for SEO, thereby positioning itself as one of the top Google results. Sarpino's then uses Google Analytics to track marketing channel performance and ecommerce conversion rates so it may constantly fine tune paid search campaigns and loyalty initiatives. Google Maps also allows customers on-site to quickly discover the nearest location and order directly from that restaurant without needing to speak with an employee.
However, Sarpino's no-censorship customer feedback section drives additional engagement that sets the brand apart from the competition. Sarpino's allows customers to post comments, both good and bad, for all to see. Less than stellar sentiment motivates immediate complaint resolution, as Sarpino's staff works to rectify all issues with speed and diligence. Negative comments remain visible to the public until they've been resolved, promoting transparency with candid honesty. Many establishments fear such feedback, as their primary concerns put outward reputation ahead of the customer sentiment driving said perceptions. Sarpino's, on the other hand, encourages open communication--an element that supports both loyalty and growth--by allowing customers to voice their opinions so the chain may improve and enhance overall experience in ways that benefit both parties.