Subway Builds on Its Unprecedented Success with Fresh New Initiatives: Brand looks at everything from technology initiatives to new menu innovation.

Subway is one of the great entrepreneurial success stories in business history. From a single sub shop founded in 1965 by then 17-year-old Fred DeLuca, Subway has become the world’s largest restaurant chain, serving more than seven million customers around the world every day. Today, the company is evolving to continue to deliver a successful business model for its franchisees and a unique consumer experience for its millions of guests worldwide. 

“We are transforming across every area of the business to reflect a more contemporary, fresh view of Subway,” says Don Fertman, Subway chief development officer. 

In July 2017, Subway unveiled a new restaurant design and concept, Subway Fresh Forward. The new design includes new features like digital menuboards, self-order kiosks, pick-up areas for remote and catering orders, modern displays that showcase the vegetables that are cut fresh daily, and exclusive curated music. 

“The reactions from our guests, our franchisees, and the sandwich artists have been incredibly positive,” Fertman says.

Matt Starr, a Subway development agent and franchisee of a Fresh Forward restaurant in Vancouver, Washington, says, “Our guests love the crisp, clean look of the new restaurant. It lights up and calls our guests in. Our team is very proud to work in a new Subway Fresh Forward design restaurant.”

Subway is also transforming how it delivers a personalized, convenient, and rewarding guest experience. In 2017, the company launched Subway Digital, a team that is creating a streamlined guest experience through the integration of digital tools, such as a refreshed mobile app and the recently launched Subway MyWay Rewards loyalty program.

“It’s important to us that we deliver a seamless, convenient experience to help our customers get what they want—delicious, nutritious, and affordable food—when they want it,” says Carissa Ganelli, Subway chief digital officer.

Subway is also busy in its test kitchen, bringing new ingredients and items to its fully customizable menu. In March 2018, U.S. customers will experience the bold new flavors of Subway’s Signature Wraps collection. The wraps, made on either a Tomato Basil Wrap or a Spinach Wrap, include the Chipotle Southwest Steak and Cheese; Turkey Bacon and Guacamole; and the Savory Rotisserie-Style Chicken Caesar. 

Through all of these new and exciting changes, Subway remains a business rooted in family—from DeLuca’s sister serving as the president and CEO (since 2015), to multi-generation families leading Subway franchises. 

“I started when I was very young, maybe around 12-years-old or so,” says 30-year-old Nick DiPasqua, executive vice president of Subway Development of Central Florida. “I was cleaning tables and prepping food. I worked in the shops throughout high school and college.”

DiPasqua’s grandparents, Peter DiPasqua, Sr., and Lucy DiPasqua, began DiPasqua Enterprises Inc., as Orlando-area Subway Franchisees in 1977. 

“There were a few things that attracted me to Subway,” DiPasqua says. “I grew up in this business. I saw the success the first and second generations achieved, and I wanted to be part of that.”

“Everything we do is for our franchisees,” says Fertman. “They helped build this company, and it is our job at Subway to ensure they have the best resources around the world and to help each one be successful.”

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