Jamba Juice 2009 Annual Report Download - page 5

Table of Contents
having the General Manager spend more time building, and working with other team members to build, a powerful relationship with customers based on
quality, trust and integrity.
We have also introduced new initiatives to help attract, hire, and retain quality customer-service-oriented people who exhibit our culture and values. We
are also upgrading our training of team members so that they can more effectively deliver a high-quality customer experience. We also provide team members
with financial incentives and opportunities for advancement when they fulfill service expectations.
Customer satisfaction is critically important to us. To that end, we recently instituted a mystery shopper program to measure the customer experience.
We believe delivering high-quality customer service will differentiate us in the marketplace and drive long-term customer loyalty. We seek for team members to
enthusiastically greet customers upon entering the store and efficiently deliver their order in a timely manner. With a highly customized product, operational
efficiency is vital to achieving high levels of throughput. Our team members are trained to not only deliver the customers’ orders quickly, but also to transfer
the fun and energy they gain from working at Jamba Juice to the customers.
A related aspect of customer service is reinforcement of the vibrant and fun store environment, which we believe offers the Company a competitive
advantage. We plan to embark on a “refresh” program with select older Company stores, primarily through new paint schemes and interior finishes. As part of
the “refresh” program we also intend to incorporate aspects of our new store prototype, which supports our brand environment goals and provides a more
customer-friendly experience. We also plan on testing self-service kiosks to provide customers with easier access to nutritional information and for ordering so
as to improve speed of service and optimize labor. We plan to explore other technologies to enhance the ordering process as well.
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We currently provide a range of freshly blended beverages, baked goods and snacks in our stores. Our menu items are designed to strengthen the
relationship with our customers by offering products that are relevant to individuals striving for a healthy lifestyle. Product innovation is a high priority and
our research and development team, composed of food scientists, nutritionists and culinary experts, is continually developing and testing new and improved
menu items that support the integrity of the Jamba brand and our commitment to offering great tasting products made from simple high quality ingredients.
In fiscal 2008, to help establish our food capability program, we rolled out several new products on a system-wide basis, including a new breakfast
menu comprised of nutritionally balanced yogurt blends, smoothies, food and juices. In January 2009, we completed the system-wide rollout of steel cut hot
oatmeal with fruit as another step in establishing our food capability program. In fiscal 2008, we also tested other food products, including wraps, sandwiches
and salads in selected stores. These new products are designed to feature healthy, on-the-go food items to attract new customers, increase the frequency of
current customer visits, create a point of differentiation, and provide a more complete meal solution for our customers across all day parts.
We plan to grow our food capability program in fiscal 2009. The purpose of growing our food capability program is to broaden the appeal of our
offering to current customers who often purchase a smoothie and then go elsewhere for a food item in addition to bringing in new customers looking for a more
complete meal solution. In addition, we believe there is consumer demand for healthy on-the-go food items that is not being fulfilled by other quick service
restaurants, especially those serving burgers and fries. Our goal is for Jamba to be the leader in the healthy quick service restaurant segment.
Beverages: Our blended beverages are available in three sizes, Sixteen, Original and Power.
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