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How Panera Bread Is Turning ‘Fast Casual’ Into ‘Rapid Casual’ 20180118
How Panera Bread Is Turning ‘Fast Casual’ Into ‘Rapid Casual’
“We now have delivery at about 54 percent of our cafes,” says Panera Bread CEO Blaine Hurst. “And we're rolling it out aggressively -- all without taking phone calls.”
By David Kaplan Jan 18, 2018 12:13PM

In deciding how and what technologies to adopt, fast casual dining chain Panera Bread has sought to manage the “identity issue” that it and all other marketers face: how to put tech in service to the main business and not the other way around.

Panera Bread President and CEO Blaine Hurst sought to provide a glimpse into the brand’s collective thinking about tech adoption during Apple VP Jennifer Bailey’s presentation at the NRF Big Show this week.

In setting up Panera’s premise, Hurst noted that over 70 percent of the brand’s customers who visit its 2,000-plus locations are using Apple devices. So it made sense to become an Apple Pay launch partner three years ago, just as the rise of voice activation made sense for Panera to begin accepting orders from Google Assistant last fall.
#cx  #friction  #jtbd  #casestudy  #bestpractices  #restaurant  #fastcasual  #Panera  #quotes  #2017 
january 2018 by phil_hendrix

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