Freshii loves to engage its customers through innovative technology.
The Canadian-based fast-food franchise serves burritos and wraps, soups, salads, and frozen yogurt. Founded in 2005 by CEO Matthew Corrin, Freshii has since expanded to more than 100 locations in seven countries including Canada, the U.S., Colombia, Sweden, Austria, Switzerland, and United Arab Emirates.
What’s more, Freshii is developing franchises in Germany, Guatemala, and Saudia Arabia.
A memorable customer experience that is technologically driven has Freshii in a solid position to earn more brand loyalty.
Because of its technological exploits in the areas of customer engagement and customer experience, Freshii was named a finalist for the 2015 Loyalty360 Awards in the Technology & Trends category.
Awards will be handed out at the 8th annual Loyalty Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which will be held April 27-29, 2015, at the Loews Royal Pacific Resort at Universal Orlando in Orlando, Florida.
Richard Canque, Area Manager for Freshii UAE, participated in an intriguing interview with Loyalty360 to discuss the company’s customer loyalty success.
Can you talk about Freshii’s technology approach, as far as what is involved, and why you think it resonates so well with your customers?
We like the bCODE program because it has required very little internal resources to deploy and maintain. Unlike other loyalty programs, which take a lot of time and effort to set up and operate, the bCODE program was set up in a matter of minutes and enabled us to start with the program in a very short time frame. Our customers like the program for several reasons.
The first is that it requires little effort for them to sign up. We ask them if they would like to participate, we enter their mobile number and name and they immediately receive a bCODE. They can earn loyalty points instantly. Another reason they like it is that it is completely mobile, but doesn’t require downloading an app. Experience has shown that many customers do not want the hassle of downloading an app. Lastly, they like it because unlike card based systems which if you lose your card, you lose your points, the digital system keeps track of your points. In addition we can send “thank you” coupons to our best customers.
What are your customer loyalty goals and how have the results matched or exceeded your expectations?
Our stores are in the financial district and in the health care city. Both locations have demanding customers with high expectations and a high level of disposable income. We have many competitors and it is important for us to deliver the best possible product, but also to differentiate ourselves from our competitors. bCODE helps to do that and so far the program has been very successful in helping to keep our customers loyal to our brand.
How do you define Customer Loyalty at Freshii and how does Customer Feedback impact that theme?
Through our vision of ‘Eat. Energize.’ Freshii is focused on providing fresh and nutritious meal choices that energize people on the go. Loyal customers recognize this value and come back for fresh, energetic food options. The bCODE platform supports this by rewarding those customers who are aligned with our values with more value.
With an abundance of technology solutions available in the marketplace, how do you know which ones best fit your customers and their expectations?
The best technology fits for us are ones that are quick and easy to use for our staff and our customers. We have a very busy lunch crowd that doesn’t want to wait for complicated loyalty point earning and redemption processes. bCODE has streamlined this process and kept things simple and easy to use.