In a recent episode of The Wall Street Journal’s What’s News podcast, WSJ reporter Julie Jargon spoke with host Charlie Turner about Panera Bread’s multi-year effort (paywall) to improve its in-store customer experience:
Panera Bread had a problem with customers waiting in long lines to order, then standing in what Panera's CEO called a "mosh pit" waiting for their food. [WSJ's] Julie Jargon says Panera went online to solve the problem.
In the episode, Ms. Jargon and Mr. Turner discuss how Panera’s CEO, Ron Shaich, realized that not even he wanted to go to a Panera at lunchtime because of how long it took to get in and get out.
Customers were waiting upwards of eight minutes just to place their orders, and when they finally got their food, oftentimes something was wrong.
So seven years ago, Panera made a change. And despite pressure from activist shareholders to cut costs, the restaurant has stuck with its plan, and continues to improve.
You can listen to the podcast below:
What's News: No More Mosh Pits at Panera Bread*
*The Glen Civic Association does not endorse any specific podcast or podcast provider. Some podcasts contain explicit language; headphone usage is recommended.
A transcript of the podcast is available here. You can also download the episode on iTunes or Stitcher.
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