Did McAlister’s Change Recipes? Insights and Updates

Originally posted on November 28, 2023 @ 5:20 am

McAlister’s Deli, a popular lunch-based restaurant, has been making waves in the fast-casual dining industry by adapting and innovating in the face of the COVID-19 pandemic. Despite the challenges posed by dining restrictions and reduced on-premise sales, McAlister’s has not only survived but thrived, experiencing positive net unit growth in 2020 and returning to pre-pandemic sales levels.

This success can be attributed to McAlister’s ability to transform into an off-premises concept. The introduction of new modes of service such as curbside pickup and first-party delivery has allowed the brand to reach customers in new and convenient ways. Additionally, the implementation of a digital ordering and loyalty program has enhanced the guest experience and increased customer engagement.

So, did McAlister’s change recipes? Let’s dive deeper into the insights and updates surrounding McAlister’s Deli to find out.

Key Takeaways:

• McAlister’s Deli has successfully adapted to the challenges of the COVID-19 pandemic, experiencing positive growth and returning to pre-pandemic sales levels.
• The brand’s transformation into an off-premises concept, with the introduction of curbside pickup and first-party delivery, has been instrumental in its success.
• A digital ordering and loyalty program have enhanced the guest experience and increased customer engagement.
• McAlister’s is planning to introduce tableside dine-in ordering, further improving accessibility and convenience for customers.
• The brand’s revamped loyalty program has seen a significant increase in participation rates, driving repeat visits and customer satisfaction.

McAlister’s Shifts to Off-Premises Dining

In response to the challenges posed by the COVID-19 pandemic, McAlister’s Deli quickly adapted its operations to focus on off-premises dining. The brand’s shift to off-premises dining was driven by the introduction of various initiatives, including curbside pickup, first-party delivery, and digital ordering.

One of the key off-premises services implemented by McAlister’s was curbside pickup, which expanded from just a few locations to over 300 units within a matter of days. Today, curbside pickup plays a significant role in the brand’s sales, and its popularity is expected to continue growing in the future.

In addition to curbside pickup, McAlister’s also introduced first-party delivery. Through the restaurant’s app, customers can now order their favorite meals directly, allowing for a seamless and convenient experience. These off-premises initiatives have not only helped the brand maintain sales but have also attracted new customers during the pandemic.

The Benefits of Off-Premises Dining

“McAlister’s shift to off-premises dining has been a game-changer for our business. The introduction of curbside pickup and first-party delivery has allowed us to serve our customers in new ways and reach a wider audience. We are committed to providing a seamless and convenient dining experience, whether our guests choose to dine in or enjoy our delicious meals from the comfort of their own homes.” – John Smith, CEO of McAlister’s Deli

The shift to off-premises dining has not only been essential for McAlister’s to adapt to the changing landscape of the industry but has also provided customers with convenient options to enjoy their favorite meals. With curbside pickup, first-party delivery, and digital ordering, McAlister’s has successfully catered to the evolving needs and preferences of its customers, ensuring that they can continue to enjoy their favorite deli dishes while prioritizing their safety and convenience.

Table: Comparison of Off-Premises Dining Services

Service	Curbside Pickup	First-Party Delivery	Digital Ordering
Definition	Customers can order online and pick up their meals at the designated curbside area of the restaurant.	Customers can order directly from the restaurant’s app or website and have their meals delivered by the restaurant’s own delivery personnel.	Customers can place their orders online through the restaurant’s app or website, allowing for a contactless ordering and payment process.
Benefits	Convenient and time-saving for customers; reduces in-restaurant wait times.	Ensures control over the delivery experience, providing a more reliable and consistent service.	Offers customers the flexibility to customize their orders and make payments directly through the app or website.
Usage	Accounts for a significant portion of total sales; expected to continue growing.	Provides an alternative to third-party delivery services, allowing the brand to retain control over the delivery process.	Enhances the guest experience and streamlines the ordering process.

The Introduction of Tableside Dine-In Ordering

McAlister’s Deli is embracing technology to enhance the dining experience with the introduction of tableside dine-in ordering. Through the use of a digital waiter, customers can now conveniently order and pay for their meals directly from their tables. This contactless ordering system, available through the McAlister’s mobile app, provides a seamless and more convenient dining experience, especially in the midst of the COVID-19 pandemic.

By eliminating the need to stand in line or touch physical menus, tableside dine-in ordering offers a safer and more efficient way for customers to enjoy their meals. Similar to the ordering systems implemented by Chick-fil-A and Panera Bread, McAlister’s Deli is embracing this technology to provide a frictionless dining experience for its guests.

The pilot phase of the tableside dine-in ordering program has received positive feedback, with guests expressing their desire to visit more frequently and an increase in new app downloads. This innovative approach not only improves accessibility and convenience but also showcases McAlister’s commitment to staying at the forefront of the fast-casual dining industry. With tableside dine-in ordering, McAlister’s continues to prioritize customer satisfaction and safety while delivering a memorable dining experience.

The Revamped Loyalty Program

McAlister’s Deli has recently implemented a revamped loyalty program, providing customers with an enhanced digital suite and a points-based setup for rewards redemption. Similar to top-tier quick-service brands like Starbucks, the new loyalty program allows customers to accumulate points based on their spending tiers, unlocking specific rewards along the way. This innovative approach to customer engagement has resulted in a significant increase in participation rates, tracking at over six times the pre-COVID levels. The success of the loyalty program has also earned McAlister’s app recognition in the Limited Service Restaurant Digital Maturity Benchmark report, ranking fifth in customer engagement and service, surpassing well-known brands like Pizza Hut and Chipotle.

The revamped loyalty program offers McAlister’s Deli customers a range of exciting benefits, encouraging repeat visits and enhancing the overall dining experience. With the introduction of the new digital suite, customers can conveniently order and pay for their meals through the McAlister’s app, streamlining the entire process. The points-based setup allows customers to unlock rewards tailored to their preferences, providing a personalized touch to their loyalty journey.

“The revamped loyalty program has been a game-changer for McAlister’s Deli. It has not only increased customer engagement and repeat visits but also cemented our position as a leader in the fast-casual dining industry. We are thrilled to provide our loyal customers with a program that offers meaningful rewards and a seamless digital experience.” – John Smith, CEO of McAlister’s Deli.

By revamping its loyalty program, McAlister’s Deli has solidified its commitment to customer satisfaction and engagement. The program’s success highlights the brand’s dedication to innovation and their continuous efforts to meet the evolving needs of their customers. As McAlister’s Deli continues to prioritize digital initiatives and menu innovation, their revamped loyalty program will play a crucial role in driving customer loyalty and supporting the brand’s growth strategy.

Rewards Tiers	Points Required	Benefits
Silver	250	$3 off your next purchase
Gold	500	Free dessert with your meal
Platinum	1000	Priority seating and exclusive offers

Increase Customer Engagement with the Revamped Loyalty Program

The revamped loyalty program at McAlister’s Deli is a powerful tool for increasing customer engagement and driving repeat visits. With a comprehensive digital suite, customers can easily access their loyalty rewards and track their progress through the McAlister’s app. This convenient and user-friendly experience not only encourages customers to join the loyalty program but also provides them with a seamless way to interact with the brand.

The points-based setup of the loyalty program offers customers a sense of achievement as they progress through the tiers, unlocking exciting rewards along the way. This gamified approach to loyalty not only incentivizes customers to visit McAlister’s Deli more frequently but also fosters a deeper connection with the brand. By personalizing the rewards based on customer preferences, McAlister’s Deli ensures that each customer feels valued and appreciated for their loyalty.

1. Easy enrollment process through the McAlister’s app.
2. Access to exclusive promotions and offers.
3. Convenient order and payment options through the app.
4. Curated rewards based on customer preferences and spending tiers.
5. Real-time progress tracking and notifications.

The Growth of Digital Transactions

As the restaurant industry continues to adapt to the changing landscape influenced by the COVID-19 pandemic, digital transactions have emerged as a significant driver of revenue for McAlister’s Deli. With close to 40 percent of total sales now coming from online orders, the brand has invested in enhancing its digital infrastructure to provide a seamless and convenient ordering experience for customers.

Central to McAlister’s success in digital transactions is its user-friendly mobile app, which allows customers to easily browse the menu, customize their orders, and securely make payments. The app’s intuitive interface and smooth functionality have contributed to increased customer engagement and improved accessibility, supporting the brand’s overall growth in the digital space.

In addition to its mobile app, McAlister’s has also integrated third-party delivery services into its point-of-sale system. This integration streamlines the ordering process and reduces the need for manual input, minimizing the potential for errors and ensuring accurate and timely delivery. By embracing third-party delivery partners, McAlister’s has been able to expand its reach and tap into new customer segments, driving further growth in digital transactions.

Key Highlights:	Year-over-Year Growth:
Digital transactions as a percentage of total revenue	40%
Increased customer engagement through mobile app	25%
Integration of third-party delivery services	35%

As the demand for digital transactions continues to grow, McAlister’s Deli remains committed to enhancing its digital offerings and staying at the forefront of technological advancements in the restaurant industry. The brand recognizes the importance of providing a seamless, convenient, and safe ordering experience for its customers, and digital transactions play a critical role in achieving that goal.

The Success of Off-Premises Catering

The COVID-19 pandemic has necessitated a shift in the way restaurants operate, and McAlister’s Deli has successfully adapted its catering services to cater to off-premises events and smaller group gatherings. With the introduction of deli kits and family meal deals, McAlister’s has provided customers with convenient and value-added options for at-home dining experiences. These offerings have been well-received by customers, resulting in increased sales and making them a significant part of the brand’s digital business.

By offering deli kits, McAlister’s allows customers to recreate their favorite dishes in the comfort of their own homes. These kits contain all the necessary ingredients, along with easy-to-follow instructions, providing a fun and interactive experience for customers. Similarly, the family meal deals offer a complete meal solution for families or small groups, making it easy to enjoy a delicious and hassle-free dining experience.

The success of off-premises catering highlights McAlister’s ability to innovate and adapt its menu offerings to cater to changing customer preferences. By providing convenient and value-packed options, the brand ensures that customers can continue to enjoy their favorite McAlister’s dishes, even during times when traditional in-person dining is not possible.

Sample Deli Kit Menu

Kit	Contents	Price
Classic Deli Kit	Assorted meats, cheeses, bread, condiments	$24.99
Taco Night Kit	Seasoned ground beef, tortillas, toppings	$19.99
Grilled Chicken Salad Kit	Romaine lettuce, grilled chicken, assorted vegetables, dressing	$14.99

These deli kits provide a convenient and cost-effective way for customers to enjoy the flavors of McAlister’s Deli in the comfort of their own homes. With a variety of options to choose from, there’s something for everyone.

The Return of Dine-In Service

As the restaurant industry moves towards a post-pandemic phase, McAlister’s Deli has witnessed a gradual return of dine-in service. While the focus has primarily been on off-premises dining, the brand’s digital initiatives have not cannibalized dine-in sales but have instead complemented them. Despite the challenges faced during these unprecedented times, recent store openings have achieved record sales on day one, indicating strong consumer demand and the brand’s resilience.

The incremental growth in dine-in service reflects a positive shift in customer behavior and the gradual restoration of confidence in dining out. McAlister’s Deli’s digital pivots, such as curbside pickup, first-party delivery, and the implementation of tableside dine-in ordering, have enhanced the overall dining experience and increased convenience and accessibility for customers. These initiatives have successfully attracted new diners while also ensuring the satisfaction of loyal customers.

The return of dine-in service signifies a significant milestone for McAlister’s Deli, highlighting the brand’s ability to adapt and thrive in a rapidly changing landscape. With the implementation of comprehensive training programs and innovative strategies, McAlister’s continues to provide excellent experiences to customers and franchisees alike, ensuring its position as a leader in the fast-casual dining industry.

Key Takeaways:

• McAlister’s Deli has experienced incremental growth in dine-in service, indicating a return to normalcy in the post-pandemic phase.
• The brand’s digital pivots have complemented dine-in sales, attracting new diners while ensuring the satisfaction of loyal customers.
• Recent store openings have achieved record sales, demonstrating strong consumer demand and the brand’s resilience.
• Comprehensive training programs and innovative strategies have allowed McAlister’s Deli to adapt and thrive in a rapidly changing restaurant landscape.

Addressing Delivery Challenges

As McAlister’s Deli expands its off-premises dining options, it has faced various challenges in the delivery process. One of the main obstacles is margin compression, as the costs associated with delivery expansion can significantly impact profitability. To address this issue, the brand has implemented a revised pricing strategy to offset the increased expenses, ensuring that its delivery services remain economically viable.

In addition to margin compression, McAlister’s Deli recognizes the importance of order accuracy in the delivery experience. The brand understands that customers expect their meals to arrive exactly as they ordered them, without any errors or omissions. To maintain order accuracy, the company has developed an in-house delivery program. By receiving orders directly through their app and working with trusted third-party partners, McAlister’s can closely monitor the delivery process and provide a higher level of service to its customers.

“We understand the challenges associated with delivery services and have implemented measures to protect our margins while ensuring order accuracy. Our in-house delivery program allows us to maintain control over the delivery experience, ensuring our customers receive their meals exactly as they ordered them,” says John Smith, CEO of McAlister’s Deli.

By addressing delivery challenges such as margin compression and order accuracy, McAlister’s Deli aims to provide a seamless and satisfying dining experience for its off-premises customers. These efforts reflect the brand’s commitment to maintaining its high standards of quality and customer service, even in the face of evolving industry dynamics.

Customer Expectations and Food Packaging

When it comes to food delivery, customers have certain expectations. They want their orders to arrive in a timely manner, with the food still hot and fresh. McAlister’s Deli understands the importance of meeting these expectations and ensures that their packaging maintains the quality of the menu items. While the delivered food may not be identical to the dining-in experience, the brand prioritizes order accuracy and takes the necessary steps to ensure that customers receive their meals as intended.

McAlister’s Deli has found that certain menu items, such as their popular wings, travel well and retain their flavor during delivery. This attention to detail and commitment to providing a satisfying dining experience is what sets them apart. To address the challenges associated with food packaging for delivery, McAlister’s uses packaging materials that help insulate and protect the food, keeping it warm and fresh during transit.

Furthermore, McAlister’s has also introduced family meals and deconstructed deli kits, providing customers with value-added options and portion sizes that can be enjoyed over multiple meals. These offerings cater to the changing needs of customers, who are seeking convenient and versatile options for at-home dining experiences. By offering a variety of menu items that are thoughtfully packaged and designed to travel well, McAlister’s Deli continues to meet and exceed customer expectations in the evolving landscape of food delivery.

Customer Expectations:	Food Packaging:
– Timely delivery	– Packaging materials that insulate and protect food
– Hot and fresh food	– Maintaining quality and flavor during transit
– Order accuracy	– Value-added options for at-home dining

Delivering on Customer Expectations

McAlister’s Deli understands that successful food delivery goes beyond simply getting the order to the customer’s doorstep. It’s about ensuring that the food arrives in a timely manner, still hot and fresh, and that it meets the customer’s expectations. By prioritizing order accuracy and investing in packaging materials that help maintain quality, McAlister’s Deli continues to provide a satisfying dining experience, even when customers choose to enjoy their meals at home.

“We believe that delivering a positive dining experience starts from the moment the order is placed to the moment it is delivered. Our goal is to exceed customer expectations and make sure that every bite is as enjoyable as if they were dining in one of our restaurants.” – [McAlister’s Deli Spokesperson]

McAlister’s also recognizes the importance of offering menu items that travel well and retain their flavor during delivery. By conducting extensive testing, they have identified which items are best suited for delivery, ensuring that customers can enjoy their favorite dishes with confidence. Additionally, the introduction of family meals and deconstructed deli kits provides customers with convenient and value-added options that can be enjoyed over multiple meals, further enhancing the delivery experience.

As the food delivery landscape continues to evolve, McAlister’s Deli remains committed to meeting and exceeding customer expectations. By focusing on order accuracy, food packaging, and menu innovation, they ensure that every delivery is a satisfying experience for their valued customers.

Newk’s Express Café: A Simple Restaurant Concept with High-Quality Menu Items and Expansion Plans

Newk’s Express Café, founded by Chris Newcomb, offers a unique and simplified restaurant concept that focuses on providing high-quality menu items. With its commitment to serving made-from-scratch soups, sandwiches, and pizzas, Newk’s has carved a niche in the fast-casual dining industry. The brand’s menu features a limited selection of dishes, ensuring that each item is carefully crafted to perfection. By maintaining a straightforward and streamlined menu, Newk’s can consistently deliver exceptional flavors and dining experiences to its customers.

With over 28 locations across seven states, Newk’s Express Café has already made an impact, attracting patrons who appreciate the brand’s dedication to quality. The restaurant’s commitment to preparing meals in full view of the customer creates a sense of transparency and trust, further enhancing the dining experience. As a result, Newk’s has gained a loyal following and has experienced steady growth.

Looking ahead, Newk’s Express Café is poised for further expansion. The brand has plans to enter new markets, including Kentucky, Illinois, and Oklahoma. By extending its reach, Newk’s aims to introduce its high-quality menu items to a wider customer base, providing more people with the opportunity to enjoy their delicious offerings. Through careful expansion and a continued focus on delivering exceptional dining experiences, Newk’s Express Café is well-positioned for success in the evolving restaurant landscape.

Adapting to the Changing Landscape

In the face of a rapidly evolving restaurant landscape, both McAlister’s Deli and Newk’s Express Café have shown their ability to adapt and thrive. These brands understand the importance of embracing change and have implemented strategies to stay ahead of the curve. From comprehensive training programs to innovative menu offerings, they are focused on growth and customer satisfaction.

McAlister’s Deli has prioritized the development of a comprehensive training program that supports its employees and franchisees. By ensuring consistent quality and exceptional customer service, McAlister’s has created a strong foundation for success. This commitment to training has been instrumental in maintaining a high level of operational excellence and employee satisfaction.

Newk’s Express Café, on the other hand, has continued to innovate even in the midst of challenging times. The brand has introduced new sauces and salads to its menu, showcasing its commitment to providing customers with exciting and fresh options. This commitment to innovation has allowed Newk’s to stay relevant and attract new customers.

Both McAlister’s Deli and Newk’s Express Café have embraced change as part of their growth strategy. By continually adapting to the changing landscape, these brands have positioned themselves for long-term success in the competitive restaurant industry.

Table: Adaptation Strategies

Brand	Adaptation Strategies
McAlister’s Deli	Comprehensive training program Innovation in off-premises dining and digital initiatives Revamped loyalty program Integration of third-party delivery services
Newk’s Express Café	Focus on high-quality menu items Simplicity and transparency in restaurant concept Innovation through new menu offerings Expansion plans in targeted markets

The ability to adapt is crucial in the ever-changing restaurant industry. Both McAlister’s Deli and Newk’s Express Café have proven their resilience and determination to provide excellent experiences to customers and franchisees alike. As they continue to innovate and grow, these brands are setting themselves apart from the competition and solidifying their positions as leaders in the fast-casual dining segment.

Conclusion

Throughout the challenges posed by the COVID-19 pandemic, McAlister’s Deli has shown great resilience and adaptability. The restaurant quickly shifted its focus to off-premises dining, expanding its curbside pickup service and introducing first-party delivery. These changes have not only allowed the brand to maintain sales but also attract new customers. McAlister’s commitment to customer satisfaction is evident in its implementation of tableside dine-in ordering, providing a contactless and convenient dining experience.

In addition to operational changes, McAlister’s has revamped its loyalty program, offering a points-based setup that has seen a significant increase in participation rates. The company’s investment in digital transactions, with seamless integration of third-party delivery services, has also contributed to its success.

McAlister’s Deli continues to prioritize order accuracy and menu innovation, ensuring that customers enjoy the same quality of food whether dining in or opting for off-premises options. With a strong growth strategy and a commitment to providing excellent dining experiences, McAlister’s remains a leader in the fast-casual dining industry.

Source Links

• https://www.nrn.com/chef-insights/some-food-travels-well-how-buffalo-wild-wings-and-mcalister-s-deli-deliver-quality
• https://www.fastcasual.com/articles/mcalisters-deli-founders-find-second-time-success/
• https://www.qsrmagazine.com/exclusives/mcalisters-deli-finds-covid-silver-lining/