In this follow up discussion, Mark Johnson, CEO of Loyalty360, continues his conversation with Blas Escarcega, Director of Franchise Development at Pollo Campero, about customer dining behaviors during COVID and post-pandemic, how personalization is the driving factor in creating the best customer experience, and providing true value.
Here are a few key takeaways from their discussion:
💻When the pandemic hit, it was clearly a situation where Pollo Campero had to pivot to digital. For the brand, evolving its digital platform is vital.
💼The brand hasn't seen a return to big dining-in numbers but notes they are increasing. It will take a little while longer for numbers to reach pre-pandemic levels.
🍗Pollo Campero engages in marketing analysis to keep competitive with other fast-casual brands, especially with regard to menu pricing increases.
👥The restaurant chain focuses on delivering value — in the quality of the food, speed of service, customer experience, and the cleanliness of the store.
Read the second part of the interview here: https://ow.ly/jazX50Qhwps
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Commercial AE at ProductPlan | Empowering teams to Plan, Visualize and Communicate Product Strategy effectively.
2wI know her! Meg Bratzke-Balis, MBA