Bojangles: Shaping the Customer Experience with the Right Technology and a Dash of Southern Hospitality

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Bojangles is a Carolina-born restaurant brand specializing in Southern food like hand-breaded fried chicken and made-from-scratch biscuits. Founded in 1977 in Charlotte, N.C., by Jack Fulk and Richard Thomas, the brand now operates over 800 restaurants in the Southeast. Deeply influenced by “Southern hospitality,” Bojangles draws guests back to its restaurants with friendly crews focused on making the experience memorable for customers.
Bojangles is poised to begin an aggressive expansion across Florida, Texas, Nevada, and Ohio. The fast-food brand is on a mission to deliver a “taste of the South” to the rest of the country.

Mark Johnson, CEO of Loyalty360, spoke with Sergio Perez, Sr. Director of Omnichannel Initiatives at Bojangles, about building the Bojangles Reward program, forming partnerships that leverage customer affinity, and driving personalization by knowing what resonates best with customers.

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1. Bojangles: Shaping the Customer Experience with the Right Technology and a Dash of Southern Hospitality (00:00:00)

2. Intro (00:00:05)

3. Tell us about yourself, your role with Bojangles and a fun fact (00:01:16)

4. Overview of Bojangles (00:03:08)

5. Goals and objectives of Bojangles' rewards program (00:04:00)

6. How do you determine partnerships for Bojangles (00:06:21)

7. Can you tell us about the successes Bojangles has championed this year (00:07:52)

8. How does technology enhance the appeal to customers to drive loyalty (00:09:36)

9. Technology you are focused on for the future (00:12:12)

10. What does emotional loyalty mean to Bojangles (00:13:45)

11. How has knowing your customers' needs and wants led to success (00:16:48)

12. Are there loyalty programs you admire and are loyal to (00:19:52)

13. What can Loyalty360 do to help you and your team (00:21:34)

14. Quick-fire questions (00:23:16)

15. Outro (00:25:03)

379 episod

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