News: Guest Feedback and Localization Drive Customer Experience at Taco John’s

Loyalty 360 »

Listening to customers and effectively implementing changes based on that input lead to brand loyalty–just ask Taco John’s, a Mexican quick service restaurant chain with locations in 25 states. Receiving and acting on guest feedback drives the entire customer experience, according to Shawn Eby, Vice President for Operations, and Billie Jo Waara, Chief Marketing Officer.

The company has grown from one restaurant in Cheyenne, Wyoming to more than 400 nationally, yet it maintains its local feel, and officials understand the disparate needs of their customers.

“For more than 40 years, it’s been about quality Mexican menu items and great customer service,” Waara told Loyalty360. “We have made real connections to the local communities we serve. As we continue growing throughout the country, we knew we needed something to use as a benchmark across all regions.”

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