Although Papa John’s has struggled this past year in both revenue and customer loyalty, newly appointed CEO Steve Ritchie is confident that their efforts will eventually pay off. Recently the company started an online social media campaign that featured a video with the phrase You expected better from Papa John’s. So did we, a hard-hitting quote that makes customers aware that the company is disappointed as well with the past behavior of a certain former employee. In addition to this quote, the video also features negative comments from customers to further send out the message that they are being heard.
CEO Steve Ritchie’s first act as head of the company was to write a personal letter to both staff and customers about the situation they were in and the efforts that the company would take going forward. The letter by Steve Ritchie began by apologizing to anyone offended by those terrible remarks, however, he reminds people that those words are not a reflection of the company as a whole. The letter did state that actions more than words would be needed to capture back the lost loyalty of customers. These included a national tour of some locations by senior management including Steve Ritchie himself, in addition, a companywide audit of the company would take place to better understand the company culture.
Steve Ritchie stated that his number one priority when he took over as CEO was to improve diversity, equity, and inclusion within the company and these efforts laid out in his letter would be just the tip of the iceberg in reaching that goal. In a recent social media post, Steve Ritchie also mentions the building of a new foundation that will aid in funding organizations around the country which battle biases that separate us and promote unity.
Find out more about Steve Ritchie: https://en.wikipedia.org/wiki/Papa_John’s_Pizza