Fast-casual sandwich players turn to tech and building loyalty

To bolster their brand and relationship with customers in this evolving environment, emerging fast-casual sandwich chains are accelerating pre-COVID digital trends and doubling down on technology.

“We think of ourselves as a technology enabled [food]service provider,” said David Bloom, chief development officer of Las Vegas-based Capriotti’s Sandwich Shop.

In the two years prior to the initial COVID shutdowns, the 40-year-old sandwich chain was hyper-focused on becoming efficient at off-premise third-party apps and integrated technologies, and getting good at marketing and developing relationships.

“Innovation is more than just the product,” said Bloom. “We’re better at what we do with tech.”

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In August, Capriotti’s launched two ghost kitchens in California — the first of several planned for opening around the country later this year — to further optimize its delivery capabilities and expand its reach.

In conjunction with the kitchens, the 110-unit chain is currently testing several “virtual brands,” product lines available

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