Panera tries to be anti-mass. While this won’t last for ever. You can certainly go big and still be small. Cater to the customers with specialty orders. I don’t believe that will change.
No one gives you a dirty look for overstaying your welcome. And the food’s made with ingredients that are actually good for you, such as the antibiotic-free chicken.
Even though Panera is a national chain and expanding rather rapidly. I believe they will never be a McDonald’s. And I mean that in a good way. Their customization approach to creating your order as you wait is not assembly line like other fast food chains. Panera is just fast service. There is a difference.
A few years back Panera was the runner up for “Customer First” accolades. Second, only to NetFlix.
Managing the customer experience is a little like playing a game of chess…. more – EXCELLENT ANALOGY by
Jena McGregor – The Art of Service
I totally agree. Panera Bread is very unique and getting fresh food so quickly is one of the things I love most about them. Keep up the good work Panera Bread and I will keep coming back!