John DiJulius | Customer Experience Blog


Panera’s CEO reacts to decline in Customer experience
July 1, 2014, 12:49 pm
Filed under: Customer Service

 

Panera CEO fixing poor café experience – Panera Bread’s CEO, Ronald Shaich, told investors, “We’ve directly surveyed our Customers, and the top reason they cite for coming less often is the diminished in-café experience.” Slow lines and inaccurate orders were prominent among Panera Customer complaints.

 

*TDG Disappoints [related article]

 

Panera 2.0 Customer Experience – After listening to its Customers and making the Customer experience a top company priority, Panera Bread has launched Panera 2.0− a series of integrated technologies to enhance the guest experience for all consumers no matter how they choose to use Panera.  “Panera 2.0 is an investment in the Customer enabled by technology and powered by operational excellence,” Shaich said in a release. “We believe it will reduce friction such as wait times, improve order accuracy, and minimize or eliminate crowding−all while creating a platform for an even more personalized experience.” Panera is focusing on personalization. It enables a differentiated food experience−when and where you want it−from customized menus and tailored content to offers through the MyPanera loyalty program.

 

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