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For Customer Experience Professionals

Case Study: Bertucci's Innovates The Fast-Casual Restaurant Experience

New Dining Concept Draws Gen Y And Millennial Diners

October 31, 2013

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  • By Kerry Bodine
  • with John Dalton,
  • Curt Nichols

Why Read This Report

In 2011, the executives at Bertucci's, a 30-year-old restaurant chain in the US Mid-Atlantic and New England regions, faced a big problem: The restaurant had become nearly invisible to younger generations of diners. Partnering with innovation consultancy Continuum, Bertucci's explored the needs and behaviors of Gen Y and Millennials — and then designed an innovative social dining experience supported by a new business model and a fresh relevant brand. The success of its first 2ovens restaurant demonstrates the power of following a structured approach to customer experience innovation.

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