Supermarkets and quickservice chains deliver when it comes to customer experience, according to a new report from the Temkin Group, which found that H.E.B. provides customers with the top-rated experience, followed by Trader Joe’s, Chick-fil-A and Publix. Grocery and quickservice companies account for 15 of the top 21 companies rated in the 2014 Temkin Experience Ratings, which considers 10,000 consumer ratings of 268 companies based on their functional, accessible and emotional experiences.
One of the reasons grocery and quickservice chains performed so well in the rankings is because customers have simpler interactions with those types of companies than they do with companies in other industries such as banks and credit card companies, according to Bruce Temkin, author of the report and customer experience transformist and managing partner for the Temkin Group.
“Customer experience is all about consistently delivering on your brand promises. Many brands in the food industry are doing a really good job,” he said. (read more…)
Donna Berry is the owner of Dairy & Food Communications, a company that specializes in business-to-business writing, speaking and consulting projects in the dairy, beverage and food industries, and she writes for numerous trade publications, including Dairy Business News, Food Business News, Food Product Design, Meat & Poultry and Baking & Snack. She has a bachelors degree in food science from the University of Illinois and product development industry experience with Kraft Foods. She has been writing for the dairy trade since 1993.
SmartBrief interviewed Berry about her perspective on the dairy industry and the trends and challenges she thinks are important for the industry today and heading into the future.
What are the top trends in the dairy industry right now as far as products go?
People are funny…what they say they eat and what they actually eat are two different things. This is particularly true in dairy. They say they want fat free, low fat, low sodium, etc., but what do they buy? (read more…)
Ryan has served on the NRA’s Educational Foundation Board of Trustees since 2011, the same year the NRA awarded its Faces of Diversity Inspiration Award to the Institute, honoring the CIA for its El Sueño initiative at the San Antonio campus.
“I am pleased to help the industry that has given such support to the CIA and provided such great career opportunities to our graduates– myself included,” Ryan said in a news release. “I started as a minimum wage dishwasher in my teenage years, and have been amazed at the doors that the restaurant industry, a great education, and hard work have opened for me since then. I look forward to this new role and the opportunity to contribute even more to the advancement of the industry that has helped me advance.”
Ryan, who graduated from the CIA in 1977 and became its fifth president in 2001, earlier this year was named one of the 50 most powerful people in the restaurant industry by Nation’s Restaurant News in the category of “The Connectors: People who are bringing together ideas, talent, and funding in the restaurant industry.” Ryan is responsible for expanding the school’s curriculum to include more physics and chemistry, as well as the world’s first bachelor’s degrees in culinary arts management and baking and pastry arts management. (read more…)
It’s 7:42 a.m. in Busan, South Korea, and Ji-hye Kang is running late for work. She grabs her bag, ties back her hair and snatches her keys just before hustling out the front door. At the subway station, a digital sign shows five minutes until her train’s arrival. Just below the sign, lining the walls of the subway stop, are rows of large photo displays that look just like grocery shelves. Ji-hye pulls out her smartphone and scans the QR codes off product photos for two pounds of ground beef, an assortment of fresh vegetables, long grain rice and a bottle of white wine. Her order is confirmed with just enough time to beat the closing doors of her departing train. She drops her phone back into her bag knowing that the groceries will arrive at her house later that night at 6:00 p.m., an hour before her three friends join her for a night of TV and gossip. (read more…)
Weather permitting, restaurants across the country will be packed tonight with couples out for a romantic Valentine’s Day dinner, a meal that often includes wine, fancy food and generous tipping at the end. Those tips aren’t affected by an IRS rule change that took effect last month, but bigger parties that trigger a restaurant’s automatic gratuity policy have brought big changes for servers and their bosses with the IRS’s new tipping rule.
On Jan. 1, the Internal Revenue Service began requiring restaurants to treat the automatic 15% to 20% gratuities that many charge on parties of six or more as taxable revenue instead of tips. For servers, that means waiting until payday for their portion, which will be taxed just like their base pay.
“Tips and service charges are customary within the industry, and clarity and consistency in the treatment of tips and service charges is important for employers, employees and patrons,” said Katie Laning Niebaum, a spokeswoman for the National Restaurant Association. (read more…)