Client Case Study —Innovative Learning Solutions Steak n Shake Restaurants: Aligning Front Line Associate Behaviors to Customer Loyalty Drivers The Challenge: Steak n Shake Restaurants did extensive research into what would distinguish the guest experience. With this data in hand, Steak n Shake Restaurants needed to re-skill front line managers and associates to deliver a new guest experience that would improve bottom line restaurant performance. The Solution: SPCI consultants adapted components of our POWER!SERVICETM System, to deliver a powerful self-paced learning program to managers and associates to deliver “Triple A” customer service. Participants learned how to deliver on the service standards set for each of the 10 key touchpoints in the guest exper

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