Melting Pot: Inspiring and Cultivating Emotional Loyalty with Customers

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The first Melting Pot restaurant, established in 1975 by businessmen Bruce Knoechel and Roy Nelson in Maitland, FL, offered a simple menu of only three items — Swiss cheese fondue, beef fondue, and a chocolate fondue dessert. In 1979, with the support of two siblings, Melting Pot employee Mark Johnston opened another location in Tallahassee, followed by a third restaurant in Tampa in 1981. In 1985, brothers Mark, Mike, and Bob Johnston purchased all rights to the Melting Pot brand from the original owners.

Now a chain of franchised fondue restaurants, Melting Pot counts close to 90 locations across the U.S. and one Melting Pot restaurant in Canada.
In this podcast, Mark Johnson, CEO of Loyalty360, spoke with Ana Malmqvist, CMO for Front Buner Brands, about the importance of personalization in a customer loyalty program, leveraging data from multiple integrated technologies to better understand customer data, and focusing on innovation to create an enhanced customer experience.

See also: Restaurant Brands Elevate the Customer Experience by Offering At-home Meal Kits

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Quick-fire Questions:

What is your favorite word?
Energy.

What is your least favorite word?
Leverage.

What excites you?
Growth.

What do you find tiresome?
Process.

What is your favorite fondue?
Alpine.

What profession other than your own would you like to attempt?
Diplomat.

Who inspired you to become the person you are today?
My mother.

What is your favorite book recommendation to make to colleagues?
The Da Vinci Code.

How do you want to be remembered by your friends and family?
Present.

Chapters

1. Melting Pot: Inspiring and Cultivating Emotional Loyalty with Customers (00:00:00)

2. Customer Loyalty and Personalization Strategies (00:00:05)

3. Customer Loyalty Strategies and Data Privacy (00:11:39)

4. Exploring Customer Loyalty and Brand Impact (00:18:54)