This year’s Customer Loyalty Engagement Index revealed the top five brands consumers see as doing the best job delivering against their expectations for healthy food as Subway, Chick-fil-A, Panera, Chipotle and Dunkin’.
So what, in particular, are these brands doing to meet customer expectations? Going the extra mile – and consumers are taking notice. Subway announced it was eliminating azodicarbonide, something commercial bakers use to increase softness of dough. Chick-fil-A announced it would no longer sell chickens raised on antibiotics. Panera marked a decade of using meat raised free from antibiotics. Chipotle has instituted new standards having to do with nontherapeutic antibiotics and will look to source meats that have never been given antibiotics. And Dunkin’ has developed a line of gluten-free offerings.
While health used to be a relationship between you and your body, these days, consumers are extending that relationship to restaurant brands that better meet their emotional engagement expectations for a healthy dining experience.
Source: Which Came First, The Consumer or the Brand? (March 18, 2014). Forbes.