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The expanding Panda

February 15, 2011 by Janet Eden-Harris — CMO & SVP Strategy, Market Force

Who wouldn’t want 70% growth in five years? That’s just what Panda Express is gunning for with its expansion plans over the next few years, and if its track record is any indication, they’ll probably do just that. Yes, there is a great market opening for a good value Chinese food offering, as many point out. And other chains are trying to exploit that as well. But Panda Express executives also note that their growth is based on doing two things well: Real Estate and Operations.

As a partner of Panda Express, providing them insight into store operations through mystery shopping and analytics, I can tell you that they have a maniacal focus on the customer experience. Make it great. Make it consistent. Make you happy you decided to stop there. They have what we call a high “Customer Intelligence Quotient.” They know what’s going on in their stores, and they use technology and analytics to help guide their business decisions. They’re one of our best clients. 70% growth? I’m betting they’ll beat it.

About Janet Eden-Harris

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