Krispy Kreme Japan sweetens the customer experience + improves business outcomes

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Focusing on experience, not expansion

Almost a decade after entering the Japanese market, the hype around Krispy Kreme was starting to dwindle. To combat this, the beloved doughnut franchise shifted focus from opening new stores to improving CX at existing locations.

Download the case study to learn how Krispy Kreme Japan’s CEM program:

  • Addressed gaps in CX at bottom-performing stores
  • Increased loyalty program memberships
  • Improved Overall Satisfaction by 7 ppts