Panera Bread wants to be a comfortable place for their customers to gather. Their stores have been designed to invite and welcome customers to enjoy relaxing, conversation, reading; all in a casual atmosphere.
Panera has built a successful business based on providing an experience that was aligned with their mission; until it wasn’t. The brand discovered the in-store experience was no longer relaxing. Customers were lined up waiting for orders, often there were long lines waiting to order. Success can breed complacency. Unless a brand adopts a disrupting mindset, they may realize the need for change too late.
I’ll use the Panera Bread case study as an example of a brand that identified significant challenges that threatened their growth, maybe their existence, and took steps to disrupt themselves. I’ll also offer some practical insights and questions for you to consider. Panera 2.0 was a significant initiative designed to bring the customer experience back into alignment with their mission.
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