Emotional Connection, Personalization, and Value: Donatos’ People-Centric Approach to Customer Loyalty

In 1963, Jim Grote founded Donatos on Thurman Avenue in Columbus, OH. What began as a $1,300 investment would grow into 430+ locations in 35 states after the pizza restaurant started franchising in the early 90s, with McDonald’s owning the brand for a short period in the late 90s/early 2000s. For 56 years of its history, Donatos has been owned by the Grote family, who instilled the brand with a focus on creating a great experience for both guests and employees.    Donatos....

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