When sales and traffic turned negative for Red Robin in the fourth quarter of 2015, the casual dining chain looked to its most loyal guests for answers. Research within its Red Robin Royalty base showed four major concerns: Speed and quality of service; value perception; ineffective advertising; and, lastly, the absence of carryout and delivery.
Since then, by understanding “what holes not to step
into again,” CEO Denny Marie Post and Red Robin have swung the 558-unit
chain back into positive territory. For the first time in more than a
year, comparable same-store sales reported green in the second quarter,
as numbers grew 0.5 percent coupled with a 1 percent increase in
traffic.. . . more