“Sue Chan is the founder and chief executive officer of Care of Chan, a two-year-old brand management agency that has worked with a hit list of restaurants including Alta, Cosme, Una Pizza Napoletana, and Wildair to create that all-important but so-hard-to-capture great restaurant experience. Chan was previously the brand director at Momofuku for seven years.

At her own company, Chan focuses in on everything that makes a memorable restaurant experience the type of place that customers want to keep returning to again and again. While there’s no set formula for creating that unforgettable experience, once it’s in place it can drive sales and longterm customer loyalty like no quick-hitting press coverage can. “It doesn’t matter if you’re on Bon Appetit’s top ten, you could close in a year or two,” Chan explained. “That is a real thing that happens a lot. It’s more about just caring about the actual customers who come in every single day, and focusing on that community and building that community.”

See full interview here.