When Loyalty360 spoke to Papa John’s CEO and Founder John Schnatter in January, he said that a great customer experience and listening to customers is the key to success.
“We are constantly asking our customers how we can do better,” Schnatter told Loyalty360 in January. “We are empowered to be adaptive, resourceful, and quick on our feet if we see or hear suggestions that will improve the experience.”
Constantly pursuing customer engagement, through voice of the customer feedback, usually leads to high customer satisfaction and brand loyalty, Schnatter added.
“Our customers want to be able to order good, quality pizza in an easy and convenient way and have it delivered in a timely manner,” he said. “It’s becoming an expectation from customers that the restaurant industry provides a streamlined, seamless option for online/mobile ordering.”
More recently, Papa John’s listened to its customers again.
On the heels of last month’s wildly successful release of Papa John’s Garlic Knots, the company just announced that it would begin offering a sweet spin on a new fan favorite this summer.
In the weeks following the launch, according to a company release, customers went “knots” and took to their phones and social media accounts to voice their support. To celebrate and reward its fans, Papa John’s announced that it will now offer all-new Cinnamon Knots–eight delectable knots made from fresh, never frozen dough, topped with a cinnamon sugar drizzle and oven baked to golden brown perfection.
“At Papa John’s, our job is to surprise and delight our customers,” said Bob Kraut, Papa John’s chief marketing officer. “The strong response we received from our Garlic Knots snapped us into action and in just a few weeks’ time, we are able to offer Cinnamon Knots. We hope our customers will enjoy a choice of both a savory and sweet treat and find that our newest knot lives up to the quality and great taste they expect from Papa John’s.”
Memo to all marketers: Listen to your customers all the time and good things will follow.