| Good morning, Marketer, customer experiences are learning experiences. The pandemic was a time of dramatic change for Shake Shack. It was faced with rapidly changing and complex customer needs. Today, we take a look at how the burger chain continues to measure and respond to customer feedback as they expand across the U.S. and around the world. By listening closely to customers, Shake Shack found their sweet spot. The company’s experience with rapid change in 2020 was about providing more digital channels for remote and contactless ordering. A new focus is drive thru, with more customers back out on the open road. Regardless of the change, marketers are adjusting experience with more than a gut impression. They have data and customer feedback as key ingredients in their winning recipe. Chris Wood,
Editor | 