Denny’s Customer Experience Insight

As retailers and brands, we focus on building positive customer experience programs. Why? Great customer experience is the hear of our organization.

Mediaweek had a great interview with Mark Chmiel, executive vp, cheif marketing and concept officer for Denny’s. In the interview, Mark emphasizes that Denny’s marketing promotions center around the customer experience.

Denny’s Grand Slam Give-Away during the Super Bowl was successful at attracting customers. Denny’s understood attracting customers was the first step. Once the consumers are in the restaurant, it’s all about creating the best customer experience.

Mark Chmiel offers great insight Denny’s new digital in-store promotions and how it relates back to the customers. Chmiel talks about measuring results and customizing the program to fit each stores’ specific needs. Without measuring your results, surveying customers, and understanding market needs, promotions are a shot in the dark. Measuring what is implemented is the key to creating customer experience program.

Mark Chmiel says it best when speaking of connecting marketing and the customer experience:

“I think we’ll see more of these as long as marketers make sure it enhances the customer experience and it’s what their customer wants. But if it’s intrusive and distracts from the brand experience, then it will turn people off. ”