In-n-out ceo rules out mobile ordering, citing priority on fresh food and customer service

In-N-Out Burger CEO Lynsi Snyder-Ellingson has stated that the popular fast-food chain will not be introducing mobile ordering or app-based pickup, citing the importance of maintaining its top-tier customer service and fresh food quality.

Freshness and interaction trump technology

Snyder-Ellingson made the comments at Pepperdine University, where she emphasized that In-N-Out's unique experience hinges on human interaction and culture. She believes that embracing mobile ordering would compromise this.

The chain, founded in California in 1948, has remained relatively small with limited expansion compared to its competitors. Despite its popularity, In-N-Out has been selective in its growth, opting to preserve its signature style.

This stance aligns with the brand's history of resisting trends and focusing on its core values. In a previous instance, the company removed a popular limited-time order (number 67) after it became a viral meme, showcasing its ability to adapt while staying true to its identity.