In a bold step toward enhancing customer experience and operational efficiency, Ben’s Soft Pretzels has partnered with Square to streamline its operations across its growing network of locations. As America’s fastest-growing premium pretzel franchise, Ben’s now benefits from Square’s all-in-one restaurant platform, simplifying everything from customer engagement to back-of-house management.
Founded in 2008 in Elkhart, Indiana, Ben’s Soft Pretzels started as a single kiosk and has rapidly expanded to over 185 locations across malls, Walmart stores, and major sports venues. The franchise sought a robust point-of-sale solution to support its ambitious growth—leading them to Square’s technology ecosystem, which has transformed their approach to customer service and operational logistics.
Key benefits of this partnership include substantial increases in customer engagement. The use of Square’s business tools has resulted in loyalty members spending 40% more per visit and returning 64% more often than non-members. These statistics highlight the platform’s effectiveness in fostering deeper connections between customers and Ben’s offerings.
“We identified seven key criteria during our search for a POS partner,” said Brian Krider, Co-Founder and COO of Ben’s Soft Pretzels. “Number one for us is always the consumer: how the transaction feels, how loyalty works, and how easy online or app ordering is.” This focus on customer experience is paramount, as Ben’s aims to maintain the authentic feel of their brand that originated from its Amish roots.
Square equips Ben’s with a comprehensive suite of solutions tailored for franchises, enabling seamless multi-location management. From point-of-sale and loyalty programs to marketing automation and workforce scheduling, Square empowers Ben’s to operate effectively while delivering a consistent and quality customer experience.
Nick Molnar, Global Head of Sales and Marketing at Square, commented on the partnership’s impact: “When loyalty members spend 40% more per visit and return 64% more frequently, it shows how our integrated platform helps restaurants become their neighborhood favorites.” This sentiment resonates with small business owners seeking effective methods to boost customer retention and increase spending without compromising service quality.
However, the integration of such comprehensive technology isn’t without challenges. Small business owners looking to adopt similar systems must consider not only the financial investment but also the training required for staff to navigate the new tools effectively. Companies like Ben’s Soft Pretzels have a dedicated focus on ensuring that their operators experience a supportive environment that makes day-to-day operations seamless, but franchises on a tighter budget may find this challenging.
Ben’s approach to customer segmentation also offers valuable insights for other small business owners. Krider stated, “We need to be able to segment these groups, track shifts in behavior, and adjust our communication accordingly.” Understanding customer behaviors and preferences can significantly enhance marketing strategies and operational tactics, making it easier to tailor experiences and promotions.
As more small businesses explore ways to enhance their customer engagement, the success of Ben’s Soft Pretzels serves as a compelling case study. The partnership with Square not only increases sales but also reinforces the importance of customer loyalty programs and effective use of data analytics. This approach transforms customer interactions from simple transactions into meaningful relationships.
For small business owners, the lesson is clear: investing in technology that enriches the customer experience can yield significant rewards. With tools like Square, businesses can elevate their operations while staying true to their unique brand ethos.
To discover more about Ben’s Soft Pretzels and find a location near you, visit benspretzels.com. For further insights into Square’s restaurant solutions, check out squareup.com/restaurants.
For further reading, you can access the original press release at Square.
Image Via BizSugar
