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Direct orders tighten control over guest relationships, while loyalty programs shift to experiential growth. A new era for pizza delivery unfolds.
Photo by Lukas Bee.
Direct orders are taking center stage as pizza operators balance two core pressures: rising third-party commissions and the erosion of first-party data. Aggregators offer breadth and convenience, but brands worry about losing control of the guest relationship and the long-term value of repeat visits. In this new reality, loyalty and direct-order initiatives are no longer optional; they are strategic must-haves that define the path to sustainable growth. The industry sees the battlefield shift from breadth to the quality of the owned channel experience. The short-term uplift from marketplace networks is acknowledged, but the real prize is a frictionless journey that keeps guests on owned platforms. The time to act is now: Stage is set for a direct-to-consumer pivot:
Direct orders are taking center stage as pizza operators balance two core pressures: rising third-party commissions and the erosion of first-party data. Aggregators offer breadth and convenience, but brands worry about losing control of the guest relationship and the long-term value of repeat visits. In this new reality, loyalty and direct-order initiatives are no longer optional; they are strategic must-haves that define the path to sustainable growth. The industry sees the battlefield shift from breadth to the quality of the owned channel experience. The short-term uplift from marketplace networks is acknowledged, but the real prize is a frictionless journey that keeps guests on owned platforms. The time to act is now: Stage is set for a direct-to-consumer pivot:
Zach Goldstein, founder and CEO of Thanx, puts the market reality bluntly: “It’s been proven that the answer is yes, you have to play with third-party. It’s part of how diners expect to get food from restaurants.” Yet he cautions there’s a data gap. “It’s a battle for the lifetime value of the customer. It’s very difficult to drive repeat purchasing from customers on third-party when you don’t really have a way to influence them.” The takeaway is plain: efficiency and frictionless digital experiences on owned channels are the new battleground for repeat visits, even as brands acknowledge the short-term uplift from third-party networks. Success hinges on aligning orders, loyalty, and data access in one seamless flow. The market is testing this alignment now, with early pilots and measured metrics guiding the way:
