Leigh Gower is the Chief Technology Officer at Dutch Bros Coffee. Not only recognized for their variety of drinks, Dutch Bros is known for their exceptional hospitality and ability to connect with drive thru guests. As CTO, Leigh Gower talks about her experience continuing to connect franchises and individuals all while adding tech to the mix!
Here are a few highlights from this episode:
What is the most important aspect of the guest experience?
“Cultivating a culture of connection between the employee and customer. At Dutch Bros, we focus on how we might connect, listen to, and engage with our customers. The Our customers come not just for a beverage. They’re coming for that connection.
. . . During Covid, a time where people felt so isolated, our first question to you is not “Have you been here before?”. Our first question is “Do you still want that Americana with oat milk?”. Because as a company we know you, we see you, and we recognize you. Dutch Bros has a really loyal fan base for that reason.”
What are some successful tactics you’ve seen or tried lately?
Digital platforms (apps) or anything that automates manual processes.
“This tactic removes friction and allows companies to better deliver on their core values. It’s not so much about making the processes quick but so we can focus on that personal touch with quality.”
Who deserves an Ovation in the restaurant industry?
“Any brand that puts the people first. Especially as we still recover from pandemic ramifications. Brands that are either renewing their focus, or have always been focused on providing great experiences, not only for their customers, but also their employees are ones that definitely deserve a shout out.“