So many new competitors. New formats. From people building out the Chipotle of _____ model to every cuisine to Eatsa re-introducing automated ordering. Every brand is innovating. And it’s working. Older brands relying on heritage are racing to keep up.
If consumers come back to Pizza Inn is it really because of its heritage?
In this NRN interview with Rave Restaurants new CEO, Scott Crane cites the heritage of Pizza Inn as a strength of the brand. It’s telling that for its sister company Pie Five, Mr. Crane cites potential for innovation as its strength. That is the challenge older brands face.
Rave has a brand on either end of the continuum. Pizza Inn has certainly faced challenges but there is potential for a rebound as pizza has remained strong as a category even through the traffic trough of 2016. Pie Five has experienced growth, along with many fast casual and pizza brands. Pizza Inn has faltered in same store sales growth and average unit volume. But if consumers come back to Pizza Inn is it really because of its heritage? Is the food better because it’s been in business for 60 years? Is the experience unique?
The question is difficult to answer because so few brands stand pat. White Castle has been working to update their brand for the past 15 years, though the food offering and experience has remained largely in tact. Why? Because people come for the food. The olde English logotype wasn’t helping draw customers, but their unique sliders still did. In n’ Out Burger has not changed many things about their experience that would be obvious to most guests. They dependably execute the same food and experience but don’t lead with heritage in their marketing. Instead, they focus on the craveable burgers. Burger King has tried to keep up with the times, but dips back into their heritage in an ironic way, such as their recurring use of The King mascot. The mascot is a symbol of their heritage, but it is in no way explicit.
Another brand that could rely on a legacy story but chooses not to is Denny’s. Instead of almost ever acknowledging their heritage in diner foods, the brand acts very young and modern. They use social media more effectively than most tweens and they explore video and non-traditional media.
People are enamored with the new. With innovation. With disruptors. The number of brand categories in which heritage is a significant advantage is shrinking. Try to name one. Automotive may have been the last stronghold, but Tesla and a dozen startup local auto manufacturers are demonstrating that heritage isn’t necessarily a consumer benefit.
Looking at certain categories in the restaurant world there are places that heritage still plays. Steakhouses have proven that longevity and reputation for procuring the choicest beef and having a unique preparation are a consumer benefit. Morton’s, Smith & Wollensky, Ruth’s Chris own a version of this by having a unique heritage. But visit Morton’s website and see that even they are more focused on the new. New dishes, a new TV tie in. They put heritage in the back seat. Is this a miss on the part of the brand? Or do they know that the brand heritage doesn’t drive visits?
Brands that do focus on heritage know one important thing. They had better deliver on that promise. If a brand like Real Mex’s El Torito asserts itself as authentic Mexican cuisine using the 60 year old recipes of its founder, the food and the experience better align with that promise. If it does, customers can be wowed. When it falls short of authentic, guests notice.
From a brand perspective, finding something unique about a company that separates it from competitors is fantastic. Heritage may be that unique element. There are pitfalls to putting a focus on heritage, especially when walking the tightrope of staying current in the age of constant innovation. The critical exercise that restaurant brands must do is explaining why that heritage is worth my dining dollars.