American Dairy Queen Corporation Earns National Recognition for Service Recovery Efforts
Service Management Group Presents Top Partnership Insight Award to World-Leading QSR Concept; Brand’s “BLAST” Program Enriches Customer Experience
July 09, 2019 // Franchising.com // MINNEAPOLIS, MN - Service Management Group (SMG), a leading customer experience management firm, has recognized American Dairy Queen Corporation (ADQ) with a Top Partnership Insight award for the brand’s innovative service recovery program.
The service-driven program, termed BLAST (Believe, Listen, Apologize, Satisfy, Thank), was introduced to the DQ® system in 2019 to empower all U.S. and Canadian franchisees and their team members to appropriately address fans’ concerns.
“With BLAST, our goal is to deliver ‘out of this world’ service,” said David Giacone, vice president of concept support services for International Dairy Queen Inc. (IDQ). “Since the program’s roll out, our franchisees have fully embraced the initiative and embedded service recovery into the DQ® culture. Overall, we’ve seen substantial improvements in the DQ® fan experience and a boost in DQ® satisfaction ratings across the board. We thrive on happy customers, and we’re grateful to have such a committed team supported our efforts.”
SMG, a DQ® Fan Feedback vendor, partners with more than 500 brands around the globe to create better customer and employee experiences that boost loyalty and improve business performance. The SMG Top Partnership Insight awards recognize programs that leverage customer and employee insights to drive action, operational improvements and business outcomes.
“We’re excited to recognize DQ® with a Top Partnership Insight award for its fan-focused BLAST program,” said Todd Leach, SMG Chief Customer Officer. “By listening to its customers and turning insight into action, DQ® has significantly improved its problem resolution score and eclipsed the industry benchmark.”
Maintaining its recipe for success throughout more than 75 years, ADQ currently has more than 7,000 locations worldwide and is initiating a plan to add more than 70 new restaurants in the United States in 2019. The brand is targeting 10 growth markets including: Sacramento, California; Baltimore; Orlando, Florida; Milwaukee; Tulsa, Oklahoma; Memphis, Tennessee; Albany, New York; Fresno, California; Charlotte, North Carolina; and New Orleans. Beyond these U.S. target markets, ADQ is franchising in territories across Canada and other international countries.
About International Dairy Queen, Inc.
International Dairy Queen Inc., (IDQ), based in Minneapolis, Minnesota, is the parent company of American Dairy Queen Corporation and Dairy Queen Canada, Inc. Through its subsidiaries, IDQ develops, licenses and services a system of more than 7,000 locations in the United States, Canada and 24 other countries. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire. For more information visit www.DairyQueen.com.
All Points PR
SOURCE International Dairy Queen, Inc.