Don’t Let COVID-19 Erode Customer Experience | Modern Restaurant Management | The Business of Eating & Restaurant Management News

As COVID-19 continues to impact the country, it is obvious that few industries are exempt from the impact of the pandemic. In March, businesses were forced to take a step back and look at their business model to ensure that they were addressing their customer’s health, hygiene and safety concerns. On top of that, brands were also forced to address the other issues brought on by COVID-19 like supply chain, workforce etc. As companies pivot to address all these issues, it is vital that consumer experience remains a top priority, especially given the impacts of the pandemic can negatively impact customer experience and in turn the customer’s perception of the brand. As customers become well-adjusted to the new normal, they are sure to remember what brands stepped away from their pre-COVID customer experience promise, even long after the pandemic ends. So, what can brands do to address the impacts of COVID-19, while being mindful of the past, present and future of customer…

James Walker, CFE

James Walker, CFE is Nathan’s Famous Senior Vice President, Restaurants. A top restaurant industry expert with a specialty in rebranding and repositioning iconic American comfort food brands, he is an industry-leading authority in restaurant technology and delivery channels, and he specializes in mergers and acquisitions, domestic and international development, operations, franchising, and new product development.

With more than 30 years of broad based, senior level, management experience in the hospitality and retail industries, Walker has served as President, Chief Development Officer, as well as in Senior Operations and New Product Development positions, for brands such as Baja Fresh®, Cinnabon®, Johnny Rockets® and Subway®. As the North American Vice President for Subway®, Walker oversaw their 28,000 restaurants in the U.S. and Canada. He has conducted business in more than 65 international markets, including such emerging markets as Saudi Arabia, Tunisia, Pakistan and Mongolia. In 2019, Walker was appointed to the Board of Advisors for Ireland’s Rocket Restaurants Group, which includes Eddie Rocket’s chain of American diners and ROCKET’S fast casual restaurants.

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James Walker, CFE