260 locations, all with an aligned guest experience. How we did it?
Back in 2015, our client and friend, Le Pain Quotidien(LPQ) approached us with a challenge.
“Help us develop a distinguishing and consistent guest experience for every restaurant, every region, every country and for every new restaurant we will open. Resulting in a transformation from LPQ manager to LPQ epic leader, from LPQ employee to LPQ ambassador and from LPQ guest to raving fan.”
What we did?
- A full tailor made Reverse Journey. The Reverse Blueprint was brought to life by means of an Immersion & Activation Program with:
- Experience guide
- Casting concept, casting events, mystery shopping
- Training od managers, supervisors and co-workers (Leadership programs, teambuilding and more)
- Brand experience and Blueprint video, where guests and employees tell their experiences at LPQ.
- Internal coaches trained (TTT)
- Annual sustaining sessions with (local) leadership teams.
Look at that!
They now have a world wide shared vision on the desired guest service, which they can influence. Overall increase of employee and guest satisfaction.
