When you think of going to get a quick bite to eat, you\u2019re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen \u201clight\u201d menu that features low calorie salads and sandwiches. Their revolutionary blend of quick-service speed and made-for-you care helped them create as many smiles as they did sandwiches. <\/p>\n\n\n\n
Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. It was this period of confusion that caused them to revamp their menu. But, as the restaurant underwent a massive change, they realized that their current customer experience<\/a> platform was ineffective. Therefore, along with the refreshed brand, came a refreshed customer experience program. Here are the 4 ways they refreshed a stale customer experience program:\u00a0<\/p>\n\n\n\n These four strategies helped this chain go from behind the times to a trailblazing leader in their field by partnering with Pearl-Plaza. Let\u2019s dive in to see how they did it!<\/p>\n\n\n\n Strategy #1: Going from Measuring to Improving<\/strong><\/p>\n\n\n\n Before partnering with Pearl-Plaza, this brand was relying heavily on a cloud-based analytics platform to track store performance. However, what this platform did not measure was the customer experience. This brand was able to tell how many meals were ordered in a day, but not how their customers felt about their meals\u2014and if they had a good experience eating their food in the restaurant. <\/p>\n\n\n\n The brand decided to partner with Pearl-Plaza based on their ability to implement the quantitative data with customer experience data. Pearl-Plaza offered them a chance to see a holistic view of individual location performance, automated intelligence informed by data, and employee commitment<\/a> to enhance the guest experience and drive sales. <\/p>\n\n\n\n Strategy #2: Getting the Right Insights to the Right People<\/strong><\/p>\n\n\n\n The quick-service restaurant\u2019s Pearl-Plaza team was able to take advantage of performance data and customer experience data to offer this brand a monthly granular, location-level report. <\/p>\n\n\n\n Using these reports, area supervisors could now conduct quarterly, on-site performance evaluations. Then, Pearl-Plaza would correlate the audit results with customer experience data in an easy-to-review report that gave actionable coaching insights and suggestions for improvement. <\/p>\n\n\n\n Strategy #3: Turning Intelligence into Action<\/strong><\/p>\n\n\n\n By sending pertinent data to decision makers, Pearl-Plaza was able to help the QSR chain foster an environment of growth within the organization. Pearl-Plaza\u2019s reports\u2014that integrate performance audits and guest experience data\u2014created priorities tied to the greatest return on investment. <\/p>\n\n\n\n But, priorities aren\u2019t chosen solely from data. Pearl-Plaza also measures brand loyalty drivers such as friendliness, food quality, and cleanliness. <\/p>\n\n\n\n Based on the platform-identified priorities and the data received, the brand was able to leverage Pearl-Plaza\u2019s tech to empower general managers and area supervisors to select quarterly action steps from a pre-populated library. <\/p>\n\n\n\n Strategy #4: Proving ROI Using Purpose-Driven Results<\/strong><\/p>\n\n\n\n After implementing these data-driven improvements using the Pearl-Plaza correlated system, the brand saw a significant increase in key metrics in just eight months; the most notable being a 34% increase in their overall satisfaction (OSAT) score and a 22% increase in product quality. <\/p>\n\n\n\n Through its re-energized approach, this brand understands that every experience matters, and it\u2019s important to get it right the first time. If there\u2019s a problem, it\u2019s acknowledged and fixed. <\/p>\n\n\n\n With the combined incremental value derived from its partnership with Pearl-Plaza\u2014and <\/p>\n\n\n\n commitment to service excellence\u2014the restaurant continues to inspire smiles through delicious experiences. <\/p>\n\n\n\n To learn more about how Pearl-Plaza can transform your customer experience, and to learn more about this brand\u2019s journey, read the full client story <\/em>here!<\/em><\/a><\/p>\n","protected":false},"excerpt":{"rendered":" When you think of going to get a quick bite to eat, you\u2019re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen Read more…<\/a><\/p>\n","protected":false},"author":41,"featured_media":46914,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[152],"tags":[892],"industry":[29],"class_list":["post-46913","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-quick-service-restaurant","industry-food-service"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/46913"}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/41"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=46913"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/46913\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/46914"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=46913"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=46913"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=46913"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=46913"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n