“EDG honors the people in the room and works to bring out their genius.”
Panera Bread
Challenge:
Panera Bread found itself at a critical developmental stage, with 400 retail locations and a plan to more than double in size over five years. Panera’s biggest concern was that the company not lose its local, neighborly character or the magic of its company culture during the aggressive growth campaign to become a national brand. The core concept of bread as comfort, belonging, connection and celebration had to be conveyed every day, by every employee, in every customer interaction. The Panera team realized that every customer interaction and transaction was actually an essential building block to a long lasting customer relationship.
Solution:
Working with associates, general managers, bakers, and Support Center specialists, the EDG team examined the chronological employee journey. From first contact to recruitment, selection, hiring, orientation, training, teaming and ongoing management and development, the team refined the journey to express Panera’s unique cultural values at every turn. The journey became an integrated whole, each step carefully crafted to enhance pride, performance, and loyalty and reinforce the best of Panera’s intentions for both its employees and its customers.
EDG worked with the executive team to help members understand how their actions would influence the success of the entire program. Scott Davis, Senior VP and Chief Concept Officer, recalls: “On more that one occasion we were ‘tested’ to see if the team really was in alignment with our vision. EDG helped us prepare for these challenges and use them to reinforce our resolve.”
Results:
Five years later, there are more than 60,000 additional associates in over 1,000 Panera locations across the United States, with international expansion in the offing. Panera has established itself as the undisputed industry leader in quick casual dining, and the Panera concept, culture and neighborhood connection have never been stronger. Both associate and customer satisfaction levels are at an all-time high.
