Panel, Conference Presentation
Michelle Gass, Gene Lee, and Jide Zeitlin
- Broader societal support for protesters and underlying causes is expected to strengthen the corporation and the country over time.
- Diversity and inclusion programs will be expanded and adapted across 1,800 unique restaurant environments rather than applied uniformly.
- Leadership must ensure frontline environments support the workforce and clearly communicate available programs, while focusing on population statistics at all organizational levels.
- Organizational culture is expected to require evolution to match diverse demographics to prevent ineffectiveness and employee disengagement.
- Listening sessions with African-American associates were scheduled for a Thursday in Minneapolis.
- Curbside and digital business is projected to increase 90% year-on-year in May, following the reopening of 90% of stores with new safety measures like masks and plexiglass.
- The organization aims to accelerate frictionless digital goals, having progressed further than it did 90 days prior.
- The company anticipates a trend shift where most guests order food online before visiting a restaurant within a three-to-five-year timeframe.
- Operations will prioritize direct consumer relationships to avoid third-party aggregators, citing risks to the business model, timeliness, and accuracy.
- A thriving off-premise business is viewed as dependent on a thriving full-service, on-premises environment.
- Future strategy aims to define a "new normal" that accelerates desired changes and meets evolving customer needs while balancing current realities.
- Customer trust is projected to remain significantly elevated, and value will stay a key priority despite uncertainty regarding specific economic consequences.
- Consumers are expected to demand higher cleanliness standards in brick-and-mortar locations, requiring retail stores to offer unique entertainment and discovery experiences.
- Mall locations will not open until approximately 60% to 70% of other stores in the environment are open and prepared.
- Decisions to open new locations will specifically depend on the actions of key neighboring brands that attract a consistent consumer base.