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extraordinary experiences interview with cheryl bachelder, ceo of popeyes louisiana kitchen

Here’s an interview with Cheryl Bachelder, CEO of Popeyes Louisiana Kitchen.  I spoke with Cheryl during the research for my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do.  cheryl bachelder 3

As you will hear, Popeyes is a unique regional fast food brand that underwent a dramatic transformation.  Take a listen to the interview to get the inside scoop from Cheryl on the turnaround, Cheryl’s personal brand passion, and what she and her team are working on now.  And a very special shout-out to Cheryl for participating in the book!

  • 02:50 “We want our employee and guest experience to be as stunning as our food”
  • 04:00 building a servant leader competency at Popeyes
  • 06:16 “A superior guest and employee experience is a more profitable business strategy”
  • 07:23 why Cheryl and her team chose to put franchisees first
  • 13:12 the unique way they work with their franchisees
  • 15:40 they slow down to go fast
  • 21:21 why did Cheryl take on the brand turnaround in the first place
  • 25:37 “If you truly believe your brand has something special, then it just becomes your job to make sure everybody else knows it.”
  • 26:31 how she views the competition and what customers want
  • 28:58 how Popeyes’ is now focused on customer experience
  • 31:44 “To be a brand builder or a brand turnaround person, it has to be in your heart to make these things come to life for people.”

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