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Chipotle Strategy Gives Customers What They Want

kueller, alexandra, strategic sustainability consultingThe top three qualities or behaviors that people want to see from big companies are communicating honestly about products and services, not letting customers down, and acting with integrity all times, according to a study conducted by public relations and communications firm Cohn & Wolfe.

Fast Company also people in the United States and 11 other major markets what they wish to see from brands, and do you know what was on the bottom of the list? Innovation, great products, and having a popular brand.

Chipotle is taking note of all of these points: the Mexican-food chain recently announced that they will stop serving pork at hundreds of their locations when one of their suppliers violated Chipotle’s standards. So how exactly is Chipotle giving their customers authenticity? They are becoming a great model for big brands in the 21st century:

Embrace Authenticity

Companies often have a set of standards and values they hold themselves (and their suppliers) to, but how are consumers to know if a company follows these values? Brands need to be honest and show they are acting with integrity. With Chipotle announcing that they are cutting one of their main protein toppings from some of their stores, they indicated they are not afraid to show that they uphold their standards.

Transparency for the Modern World

Ever since the economic crash, more people are cynical about corporations’ behavior and motives – only 3% of Americans think big businesses are honest and transparent! Companies can no longer afford to hide behind the curtain with more and more people calling for transparency, and Chipotle knows this and is being honest about their product.

Digital Everything

We live in a digital world. People are always connected, which makes it easier for information to be seen by the masses, and it means that both good and bad information about a company can quickly spread. A company cannot wait and hope a bad piece of information will never go public, but instead they need to embrace the digital side and come forward with the information. While Chipotle’s announcement about no longer serving pork might not be “bad” information, it does indicate that the company is embracing the digital world and is not letting anyone beat them to the punch.

Ali is a junior consultant on the SSC team, specializing in peer benchmarking, industry best practices, and sustainable strategy development. She’s also a whiz at sustainability reporting and communications, with a keen eye for detail. Ali’s practical insight ensures that every angle is carefully considered before you make a move. She has a BS in Environment and Natural Resources with a focus on sustainable business.

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