Business Process
STRUCTURED PROCESS - formally defined and standardized - that WAWA uses on a daily bases is the sales process. The main goal of this process is to provide the customer with fast, friendly service. Throughout the day orders are being placed either in the store using the POS system, or online on the WAWA app. Once the order is received, employees start preparing the food.
For orders placed online, the customer has to use the app to pay for the items ordered. Orders placed at the store have to be paid for at the cash register.
For orders placed online, the customer has to use the app to pay for the items ordered. Orders placed at the store have to be paid for at the cash register.
The employees are not only responsible for checking out customers but also restocking the shelves to make sure all products are available, as well as maintaining a clean store environment.
DYNAMIC PROCESS - flexible, informal, and adaptive - Social Media Marketing
WAWA uses their Twitter platform to connect with customers, promote their new products, and address customers' complaints. The feedback that they receive helps them see what products are doing well, what new products should they introduce, and what products they should let go of because the customers are not happy about them.
Their Twitter account is updated daily. They engage with their customers, offer promotions, create surveys to see what people want and introduce new products.
