Interview: A Restaurant Brand Creator on How to Keep People Coming Back

On Monday, September 24, Skift Table hosted its first ever Skift Restaurants Forum. The day-long event featured interviews with restaurateurs, technology leaders, operators, and chefs, as well as an audience of over 300 people from across the restaurant industry. 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