Innovation, which sparks customer engagement and customer loyalty, is an absolute top priority at Aramark Corp., the food services and facilities management firm.
What’s more, Aramark knows how to attract and retain customers as evidenced by its Platinum Award in the Most Customer-centric Culture category at last year’s inaugural CX Awards at the Loyalty360 Engagement & Experience Expo.
“Innovation continues to be a key component to retaining and winning new clients,” Eric Foss, Chairman, President and Chief Executive Officer of Aramark, said during the company’s May 13 second-quarter earnings conference call, according to Seeking Alpha. “It’s also imperative that throughout the transformation we continue to provide exceptional customer service that our clients have come to expect from us as well as deserve. In support of this imperative and consistent with our desire to drive innovation, we recently rolled out our Voice of the Consumer program. This is a web-enabled feedback tool that allows direct consumer impact regarding consumer service levels and product offerings.”
In accounts where Aramark has rolled out this tool, Foss said the company has seen “meaningful increases” in customer satisfaction scores.
“And we all know that strong satisfaction scores lead to improve retention, higher per cap spending, and stronger pricing power with the consumer,” Foss added. “In addition to driving innovation by capitalizing on insights, we continue to invest in building the Aramark brand. Yesterday, we launched an entirely new Aramark website, as the latest stop on our branding campaign. And it goes without saying the digital tools like corporate websites have become one of the most effective ways for companies to communicate with constituents and harness the value or the brand. And we look to this investment to aid in the selling process again of acquiring new clients, and more broadly, just expand the awareness of the Aramark brand.”
What’s more, Foss is excited about Aramark’s partnership with the NFL.
“Our recent win worth noting is our sports and entertainment team being named the NFL’s retail partner at the NFL experience for the 50th anniversary Super Bowl next year,” he explained. “We serve the NFL successfully in that role at this year’s Super Bowl for the first time, and it already earned the full retail rights for Super Bowl 51 in 2017. We’re very proud of the work we do for the NFL and our business partnerships with 17 of the NFL’s 32 teams and we value their business.”