Are Check-In Apps Losing Their Shine?

Written by Todd L. Michaud
October 6th, 2010

Columnist Todd Michaud has spent the last 17 years trying to fight IT issues, with the last seven years focused on franchisee IT issues. He is currently responsible for IT at Focus Brands (Cinnabon, Carvel, Schlotzsky’s and Moe’s Southwestern Grill).

Jamie used to think that using the check-in apps on her phone was cool. She could let her friends know where she was, and she was often crowned the “mayor” of her favorite pub down the street from her house (when Justin didn’t take it away from her). There were some rumblings about “free appetizers for the mayor,” but nothing materialized. The coolness factor of checking in and becoming mayor started to fade a bit. Jamie began to wonder whether it was worth the hassle anymore.

We are witnessing a race that will determine the success or failure of many Quick Service Restaurants’ rewards programs. On one side, we have the socially enabled “check-in” applications like Foursquare and GoWalla, where friends share their location and compete to earn badges. On the other side, we have brands trying to offer perks through these applications. Today, these perks are inconsistent in terms of both which locations offer them and the value they provide to customers. If the industry as a whole doesn’t start to provide consistent value to the consumer through these new tools, I think the social aspect (the game) may pass by as nothing more than a fad, leaving brands right where they started.

One of the biggest challenges with loyalty and rewards programs in the Quick Service Restaurant (QSR) space is determining if your customer is actually in the restaurant. Unlike supermarkets or more casual dining restaurants, where a loyalty card or even a barcoded key fob might be used (and socially accepted), consumers haven’t shown a lot of interest in toting around various QSR brands in wallets or on key chains. As a result, it is very difficult for many of these brands to engage with customers via traditional rewards programs.

That has changed with the growing popularity of check-in applications. These mobile applications have the ability to alert retailers that customers are in the restaurant that very second. In a stroke of blind luck, these brands had their single biggest challenge solved as a side effect of a game played on a cell phone.

But there is a lot of noise about these applications losing steam. There seems to be somewhat of an “over-sharing backlash” from the constant updates these tools provide. And people are already talking about how these tools are no longer as fun as they used to be.

There are also concerns about personal safety when it comes to stalkers or even people breaking into houses because they know the homeowner is enjoying being the “mayor” at the pub down the street.


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