Concerned that the brand had lost its way since opening more than ten years ago, Living Ventures, the business behind the Gusto brand, was keen to realign the experience of eating in a Gusto restaurant with its brand values.
I was commissioned by Living Ventures’ chief executive – with whom I had worked closely at Royal Albert Dock Liverpool – to realign the customer experience at Gusto restaurants with its brand. Starting with a series of mystery diner visits to Gusto restaurants across the country, I developed a strategy to reposition the restaurants, building on the most successful elements of its most popular restaurants. Speaking to staff, customers and using my own dining experiences, I produced an action plan for Gusto, creating a consistent, strategic approach to brand values across the 18-restaurant chain.
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