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....