We know that millennials have started to take over the foodservice industry – but what do they want from their dining experience?
Oporto has conducted a research and decided to shake up new stores design with full of positivity, amazing food and great vibes to suit millennials needs.
And this is what our friends from Franchise Business explained about them. The new design is fresh and aims to Millennial customers.
We have recently opened a brand new look store in New South Wales, at Green Hills Shopping Centre, Maitland, and so far the feedback has been amazing. It also heralds a refocusing of store operations and customer service.
Craig Tozer, Oporto CEO, told Inside Franchise Business:
“We’re constantly innovating around experience and this is part of that program. It’s our first restaurant in a fast casual precinct.
“We wanted to design a restaurant that would be innovative and meet the needs of millennial customers, and be disruptive at the same time.
“The branding we’ve put into the business really stands out, we redesigned our brand architecture. Our customers want to have an experience, so it’s about welcoming them in and showcasing the history of the brand but in a modern, lively and trendy way.”
Focus on the customer experience
Although the key elements of the customer journey will stay the same, we are redesigning and making our clients experience more enjoyable and easy: store team members will be less focused on order taking and more on welcoming customers.
We serve really high quality food and we want to showcase that food and what made Oporto famous – high quality food, an open kitchen because we’ve got nothing to hide, and we want to welcome you into the restaurant.
Craig Tozer said, “It’s a transformational change that is very, very difficult, but less difficult when you’ve started as a family business. It’s like welcoming someone into your home, rather than sitting behind PoS. Layouts will change, people will have a meet and greet role.”
Investment in Oporto
Craveable Brands is investing $2m over a two year period to ensure technology can assist with this new focus.
Customer service is paramount to the brand, says Tozer who is proud of awards in the last year particularly for its Asia Pacific business which won global Loyalty magazine’s Best Omnichannel Loyalty Initiative of the Year, and a Salesforce Partner Innovation award for its personalisation and programmatic marketing in partnership with Kalido.
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