In a conference call to discuss Papa John’s third-quarter earnings report, Chief Executive Officer Steve Ritchie says that there are positive signs that the world’s third largest pizza delivery company is making good progress in its attempt to win back its customers’ trust. Steve Ritchie is “optimistic about the opportunities ahead.” Numerous data gathered by a number of research firms indicates that customers’ sentiments have shifted since—negative perceptions are now either, at worst, neutral or even positive. This shift in customers’ perceptions of the company is in large part attributed to the successful launch of its “Voices” campaign back in September, whose goal is to rebrand the company as an employee-centric company.
Rome certainly was not built in a day. Steve Ritchie recognizes that the journey to regain their customers’ trust requires a great deal more time and effort, that challenges will continue to exist for him to overcome, and that a great amount of work still needs to be done.
Steve Ritchie hopes to build on this progress by restructuring its executive suite so that the company could more better shift its focus back to who is of the greatest importance–the customers. This restructuring is being led by the company’s new Executive Vice President and chief operating and growth officer, the seasoned and accomplished Mike Nettles. This restructuring has resulted in the creation of four new vice president positions that focuses in on the following key customer touchpoints or interaction points: customer experience, innovation and branding, menu strategy, and analytics and technology. Papa John’s (@PapaJohns) has also been the subject of a number of acquisition rumors. There is, reportedly, at least four companies interested in acquiring Papa John’s. In light of these facts, Chief Executive Officer Steve Ritchie is justified in his optimism as to Papa John’s future.