Loyalty360 Reads: February 15th, 2018

The latest news in the world of customer experience and customer loyalty.

Chipotle Snares New CEO From Taco Bell
 
Given Chipotle’s well documented food safety issues during the past few years, amid its pursuit to regain customer trust and brand loyalty, it’s been a topsy turvy time, to say the least. This week, Chipotle looked to Taco Bell to acquire its new CEO. According to an article in the New York Times, Brian Niccol, CEO at Taco Bell, will replace Chipotle’s founder, Steve Ells, as CEO on March 5. Niccol is credited with revitalizing Taco Bell following its own food safety scare in 2006. We wrote about Chipotle’s woes last year.
 

How Can Companies Shape Their Online Reputations?
 
Managing customer reviews can be a tricky proposition for loyalty marketers everywhere. According to an article in the Harvard Business Review, replying to customer reviews results in better ratings. The article says that review platforms claim that responding to reviews is good practice, but does it improve a firm’s online reputation?  We talked to Yext last September about this topic.
 
 

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