Le Pain Quotidien: creating a global guest experience
With more than 260 locations worldwide, Le Pain Quotidien (LPQ) is known for its long communal tables, artisanal breads, and a spirit of connection. But back in 2015, LPQ faced a universal challenge: how to ensure that every guest, in every restaurant, in every country could enjoy the same warm, authentic experience; whether they were in Brussels, New York, or Tokyo.
the vision:
a guest experience instantly recognisable as Le Pain Quotidien
Le Pain Quotidien’s ambition was bold yet simple: to create a guest experience that felt unmistakably LPQ—wherever in the world you walked through the door.
It wasn’t just about serving coffee or bread; it was about building a culture where people connect, feel at home, and leave as fans. To achieve that, LPQ envisioned a transformation that would touch every layer of the organisation:
-
From manager to EPIC leader: leaders who don’t just run operations, but inspire, coach, and embody the LPQ values every day.
-
From employee to ambassador: co-workers empowered to go beyond tasks, carrying the brand’s spirit in how they serve and connect with guests.
-
From guest to raving fan: visitors who experience more than a meal—they feel part of the LPQ community and want to return, recommend, and share their story.
This vision was about scaling authentic human connection, ensuring that across 260+ locations, the same warmth, purpose, and hospitality would shine through, without losing the brand’s soul.
How does Le Pain Quotidien excel in customer experience?
the approach: creating a vision that resonated across borders
Together, we designed a full, tailor-made Reverse Journey, bringing the Blueprint to life through an Immersion & Activation Programme that included:
-
Experience Guide: a clear, practical manual for the desired LPQ experience.
-
Casting Concept & Events: ensuring the right people joined the journey, supported by mystery shopping to measure impact.
-
Training for managers, supervisors, and co-workers: from leadership programmes to team-building experiences.
-
Brand Experience & Blueprint video: capturing authentic stories told by guests and employees alike.
-
Internal Coaches (Train-the-Trainer model): empowering LPQ to sustain the transformation from within.
-
Annual sustaining sessions with local leadership teams to keep energy and consistency alive.
The outcome: A Global Culture of Experience
Today, Le Pain Quotidien has a worldwide shared vision of the guest experience, one that managers, employees, and coaches can actively influence and sustain. The impact has been clear:
Consistent guest experience across 260+ locations.
Overall increase in employee satisfaction, as teams feel empowered and aligned.
Overall increase in guest satisfaction, as visitors recognise the same warmth and quality in every restaurant worldwide.
The transformation has not only built consistency but also fueled pride, purpose, and loyalty, making LPQ a place where both employees and guests feel at home.
the power of an experience-driven journey
Le Pain Quotidien’s journey shows that when you invest in people and align around a shared vision, you can scale authenticity without losing soul. From managers stepping up as EPIC leaders, to employees embracing their roles as ambassadors, LPQ has turned everyday visits into memorable experiences.
With a unified guest journey across continents, LPQ continues to prove that great experiences don’t just happen; they are crafted, nurtured, and sustained together.
Ready to build a Blueprint
That Moves People?
let's talk
We are looking forward to talking to you !
Please fill out the contact form below and we will reach out to you within 24 hours.
Do you have a more urgent question?
Feel free to give us a call at +31 (020) 237 47 18
