Marketing during times of uncertainty
Ryan Cruz is the founder and CEO of Nippon Hasha, the company behind the brands Ramen Yushoken and Mendokoro Ramenba, food establishments that have been attracting long lines of quality-conscious customers. At the 5th Entrep Summit organized by Day 8 Business Academy and Mansmith and Fielders Inc., Cruz spoke about facing adversities during COVID-19 pandemic, and how they have emerged stronger afterwards.
Q: Your restaurants are known for your hardcore no takeout and no take-home policy; why is this important to the customer experience?
Its important because of what happens to the product when they experience it in a manner that is substandard and does not represent our brand. The control and precision of temperature in the F&B (food and beverage) business mean the difference between wonderful and disappointing. While it might be more convenient for a lot of people, especially with our [long customer] lines, they are effectively getting a devalued product.
For the brand, it is critical as well, as customers will remember us from their last experience. Maintaining the integrity of our product doesnt just manifest itself in these occasions. For example, if your bowl arrived and you had to take a call outside, when you come back, we will tell you that were replacing it as we cant let you have a diminished experience.
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