Panera Bread has been a very successful company focused on its loyal customer base – earning a No. 1 ranking in the Fast Casual category in dunnhumby’s first-ever Customer Centricity Index (CCI) released in June. But for Panera Bread CEO Ronald Shaich, a “diminished” customer experience has hit home with the company brass.
Slow lines and inaccurate orders were prominent among Panera customer complaints.
“We’ve directly surveyed our customers, and the top reason they cite for coming less often is the....