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Columbia Business School adjunct professor Stephen Zagor spoke with Marketplace reporter Kristin Schwab about Panera’s effort to overhaul its business following a period of declining sales. Zagor explained that Panera’s challenge is balancing the expectations of its core customer base with the need to modernize operations and menu offerings. He noted that restaurant brands often struggle when they drift too far from their identity, and that Panera’s turnaround will depend on whether it can streamline service, reconnect with customers, and differentiate itself in an increasingly crowded fast-casual market.
