Click & Collect, a loyalty lever too often underestimated
07 March 2025
Visit Click & Collect is often seen as a convenient ordering channel, an alternative to delivery that saves on platform commissions. But its true potential goes far beyond that.
Click & Collect, when used properly, is a a formidable tool for generating repeat business, strengthening the bond with your customers and maximizing your profitability. Unlike platforms that lock access to data, it enables you to retrieve key information, analyze purchasing behavior and propose offers tailored to each profile.
A fluid path, a direct relationship, habits that take root... Everything is in place to make Click & Collect a powerful loyalty driver.
01. Build your customer database
Click & Collect is a direct sales channel. And a customer who orders via Click & Collect is a customer who agrees to give you his or her contact details.
Unlike delivery platforms, which jealously guard customer information, with every order you recover valuable data :
➜ Direct coordinates : e-mail address and telephone number
➜ Purchasing history : favorite dishes, order frequency, average shopping basket
➜ Purchasing behavior : ordering days and times, pick-up preferences
With this data, you can segment your customers and adapt your communication. A customer who often orders at lunchtime? Offer them a special deal for their lunch breaks.
Someone who stopped ordering weeks ago? Send them a reminder with a discount to entice them back.
Where delivery platforms lock customers out, Click & Collect puts you in control. This is the first step in building strong customer loyalty.
02. A channel that encourages ordering habits
Click & Collect attracts regular customers. Unlike delivery platforms, where the algorithm encourages customers to try out several restaurants, here the customer makes a direct choice. And when he's satisfied, he comes back.
Click & Collect regulars are often :
➜ Local families who have their favourite Friday night address
➜ Employees in neighboring offices who always order the same dish at lunchtime
➜ Local students who have their classics and return every week
Once a customer has found a restaurant they like, there's no reason to go elsewhere. No delivery charges to pay, no waiting on site, no messing about with a delivery driver... Just optimized, high-performance service.
The easier you make ordering and retrieving food, the more you'll establish a reflex. And a well-established reflex is what makes the difference between an occasional customer and a regular.
03. A smoother, more reliable customer experience
Click & Collect means no surprises. Customers order when it suits them, arrive at the restaurant, collect their meal and leave. Simple, fast, efficient.
For the customer, this means :
➜ Timing control: order in advance and avoid queues
➜ Less stress: he knows his order is ready, so all he has to do is pick it up
➜ Better control: he can check his bag before setting off, limiting mistakes and avoiding oversights
For you, the restaurateur, it's also an advantage:
➜ Better organized service : less unpredictable rush, orders prepared in advance
➜ Less indoor friction: no standing customers monopolizing space
➜ Less risk of error : customers control their orders, which reduces complaints
The win-win A satisfied customer comes back more often, and you gain in fluidity.
04. Exclusive offers to encourage repeat purchases
Click & Collect is also an excellent way of building customer loyalty with targeted offers. Unlike delivery platforms, where you're drowned among dozens of restaurants, here you have direct contact with your customers.
What you can do :
➜ Click & Collect promotions : a discount on the lunch menu or a free meal after a certain number of orders
➜ Customized offers : SMS or e-mail with a special offer on the customer's favourite dish
➜ Follow-up campaigns : a discount voucher for those who haven't ordered in a while
➜ Exclusive menus : dishes available only through Click & Collect to give you a real reason to choose this ordering method
With the right tools, you can personalize these offers according to your customers' buying habits. They come back to you because they know there's something in it for them.
05. A clear view of buying habits to improve loyalty
Click & Collect isn't just an order-taking channel. It's also a strategic tool for better understanding your customers and fine-tuning your offer.
With the data collected, you can :
➜ Identifying trends : which dishes are most popular with Click & Collect customers? Which days and times are most popular?
➜ Identify your regular customers : who orders often? Who has stopped ordering and could be relaunched?
➜ Optimize your offers : tailor your promotions to actual habits rather than assumptions
This information enables you to adjust your strategy, anticipate demand and improve your profitability. With Click & Collect, you're no longer dependent on a platform: you finally have control over your customers and their habits.
More ideas to inspire you ➜ Customer loyalty: 7 original ideas for your restaurant
Click & Collect, the loyalty asset not to be overlooked
Adopting Click & Collect means taking back control of your customer relations and profitability.
✔ You keep in direct contact with your customers, without intermediaries.
✔ You install control habits and build loyalty more easily.
✔ Customize your offers to make you want to come back.
✔ You analyze trends and manage your business with precision.
A simple and effective way to boost your business... why deprive yourself?
Want to optimize your Click & Collect? Let's talk!
Read also:
➜ Why is Click & Collect essential for restaurateurs?
➜ Customer loyalty: 3 effective strategies for your restaurant
➜ Creating a post-purchase bond: the keys to customer loyalty in restaurants
