Panera Bread - Voice of the Guest: Guiding a Transformative Approach to Guest Experience
Experience 21 Session On-Demand
An effective listening program is critical in anticipating guests' needs, reducing friction and creating moments of differentiated delight. Capturing feedback is only the first step. Learn how Panera evolved their VoG program from a single source survey to a holistic virtuous listening cycle designed to drive action for near term improvement and guide the long-term transformational approach to Guest Experience.
Darla Johnson, Director of Voice of the Guest - Panera Bread