Creating a Unique Experience at the Doughnut Shop With Betsy Hamm, CEO of Duck Donuts

From Persona To Personal

Betsy Hamm is the CEO at Duck Donuts, where she previously served as COO and Marketing Director. Known for her ability to motivate and engage teams to achieve positive results, Betsy leads the development and direction of Duck Donuts’ short and long-term goals, oversees and guides the day-to-day operations and marketing, and is in charge of financial goal management. Responsible for all facets of franchisee openings and performance, she works alongside her team to identify and provide the necessary resources allowing franchisees to gain maximum profitability and success. Born in the Outer Banks in Duck, North Carolina, in 2007, Duck Donuts has expanded to over 115 franchises and is still growing.

What you’ll learn in this episode:

How does a doughnut shop personally connect with its customers? While offering loyalty discounts on an app or running an email campaign may have its benefits, how do you make a visit to a doughnut shop particularly memorable and unique?

A typical doughnut shop visit includes choosing from an array of pre-prepared doughnuts waiting on a shelf. Not at Duck Donuts! The Duck Donuts’ experience is entirely different. Customers select their doughnuts and toppings, then watch the entire creation performance. Excitement and anticipation build as they see their personalized donuts dunked into the fryer. When the doughnuts are freshly baked and still warm, customers witness their chosen drizzles and toppings added. The customer walks out with their customized doughnuts, a sweet staple of happiness ready to be consumed.

On this episode of From Persona to Personal, Roger Hurni is joined by Betsy Hamm, CEO of Duck Donuts, for a conversation about growing a doughnut brand through franchisees that share Duck Donuts’ values and are committed to a memorable customer experience. Betsy talks about their high expectations for franchisees, how they provide the resources needed to produce the unique Duck Donuts’ signature experience, and how they create a personalized customer experience every time.