In this episode of The QSR Experience Show, Scott Snyder, CEO of Bad Ass Coffee of Hawaii, shares his insights on brand differentiation in the competitive coffee industry. He discusses the importance of understanding a brand’s unique ”ownable truth” and how leading with aloha can enhance customer experiences. Scott emphasizes the significance of strong communication and effective onboarding processes for franchisees to ensure consistency across locations. He also offers valuable strategies for fostering brand loyalty and creating memorable interactions with customers. Topics discussed: - The importance of identifying a brand’s unique and ownable truth to stand out in the competitive coffee market. - How creating a memorable customer experience is essential for building loyalty and attracting repeat business in the coffee industry. - The significance of leading with aloha, which fosters positive interactions and strengthens relationships with customers and franchisees alike. - The need for solid infrastructure to support franchisees, ensuring their success and the overall growth of the brand. - The importance of clear communication between corporate and franchisees to set expectations and maintain consistency across locations. - The critical role of effective onboarding in preparing new franchisees for success and aligning them with brand values. - The importance of franchisees’ involvement in their local communities, which enhances brand reputation and fosters customer loyalty. - How merchandise sales can significantly contribute to overall revenue, especially in tourist-heavy locations. - The role of technology, including QR code solutions and data analytics, in improving operations and enhancing customer engagement.

In this episode of The QSR Experience Show, Ken Rice, COO of Pickleman’s Franchising, shares his insights into effective growth strategies, including replicable systems and thorough market research for expansion. Ken emphasizes the importance of building a strong culture through effective communication between franchisees and franchisors, for example “Pickle Time,” which is a monthly hour-long session for franchisees to meet with the franchisors and other corporate leaders to discuss their concerns. He also discusses how Pickleman’s leverages AI and technology to enhance guest experiences while maintaining the human touch, as well as looking at customer trends such as wanting healthy options to better meet their needs. Topics discussed: - The importance of fostering a strong culture through effective communication between franchisees and franchisors. - Using AI and other technologies to enhance guest experiences without losing the human touch. - Developing replicable systems and conducting thorough market research for successful expansion into new markets. Conducting monthly calls between corporate and franchisees to discuss marketing, operations, and development. - Revamping training programs to better equip multi-unit district managers and their teams for efficient operations. - The importance of recognizing the difference between a customer and a guest to improve service quality. - The rise in demand for healthy and sustainable food options in the QSR industry. - Utilizing AI for responding to guest feedback and considering AI for phone answering systems. - The need for developing and training leaders to manage multiple locations effectively. - The importance of scouting competitors and understanding market dynamics for choosing new locations.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, Michael Chachula, CIO & CTO of FAT Brands, Inc., discusses the intersection of technology and customer feedback. Michael talks about the importance of making strategic technology decisions that align with business goals, ensuring tech investments drive real value. He also emphasizes the critical role of integrating customer feedback into technological deployments, allowing businesses to stay attuned to consumer needs. Michael also touches on innovative approaches to designing loyalty programs, moving beyond traditional discounts to offer personalized and engaging rewards that feel more like a game to customers. Topics discussed: - The importance of aligning tech choices with business goals to ensure investments drive tangible value and operational efficiency. - How integrating customer feedback into technological deployments helps businesses stay attuned to consumer needs and enhances overall satisfaction. - Creating flexible and engaging loyalty programs that go beyond simple discounts to offer personalized rewards, increasing customer retention and engagement. - The importance of leveraging data to make informed decisions, optimize operations, and personalize the customer experience in the restaurant industry. How technology can support and enhance the ethos of a brand, ensuring it remains consistent with the company’s core values and mission. - The significance of presenting clear choices to consumers, making it easier for them to engage with the brand and its offerings. - Tools and strategies for delivering more personalized experiences to customers, increasing their loyalty and satisfaction.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, Bobby has a quick but insightful chat with Megan Cupples, Partner Success Manager at Soundtrack Your Brand, exploring the critical role of music in enhancing commercial spaces. Megan discusses the importance of using licensed music to ensure artists receive their deserved royalties and to keep businesses compliant with legal standards. She also introduces the exciting new feature of AI-generated playlists, which allows businesses to create customized playlists based on a few words or sentences. Megan highlights the importance of creating a multi-sensory experience for customers, integrating what they see, hear, and even smell to build a cohesive brand atmosphere. Topics discussed: - The importance of integrating music into business environments to enhance customer experience and brand atmosphere. - The need for businesses to use licensed music to comply with legal standards and ensure artists receive their rightful royalties. - Features like scheduling and central management that allow businesses to streamline their music strategy across multiple locations. - How direct deals with publishing houses, record labels, and distributors can help ensure accurate royalty payments to artists. - The importance of creating a cohesive brand experience by integrating various senses like sight, sound, and even smell.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, Bobby chats with Amy Chaffin, VP of Foodservice & On Premise Channel Strategy and Planning for The Coca Cola Company. Amy shares her expertise on the importance of creating personalized dining experiences to meet consumer demands, such as creating specialty drinks for events like concerts. She also discusses how integrating technology can streamline restaurant operations and enhance customer engagement. Amy also emphasizes the crucial role of employee engagement and training in improving service quality and boosting retention. She shares her advice to restaurant operators looking to stay on trend and grow their business. Topics discussed: - The importance of offering unique and customized dining options to cater to the diverse preferences of modern consumers. - How digital tools and platforms can help restaurants streamline operations, enhance customer interaction, and stay competitive. - The critical role of training and engaging restaurant staff to improve service quality, retention, and overall customer satisfaction. - Insights into evolving consumer behaviors and preferences that restaurant operators need to pay attention to for sustained growth. - The importance of understanding and aligning menus with consumer demands and trends to stay relevant and appealing. - Strategies for restaurant operators to differentiate their offerings and stand out in a crowded market. - The significance of offering efficient and appealing delivery options to meet the growing demand for convenience among consumers. - Utilizing data and insights to better understand consumer behavior, optimize menus, and implement effective marketing strategies. - Addressing the challenges of recruiting and retaining quality staff, and the role of company culture and incentives in overcoming these challenges.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, Jason Mceachern, CIO at Big Chicken, explores the intersection of technology and hospitality. Jason shares insights into the brand ethos of Big Chicken, highlighting the core values that drive customer loyalty and success. He also discusses how technology is leveraged to enhance both guest and franchisee experiences, ensuring seamless operations and satisfaction. Jason also emphasizes the importance of actively listening to customer feedback and incorporating it into the technology roadmap for continuous improvement. Topics discussed: - How core values and missions drive a company’s success and customer loyalty. - The integration of technology to enhance guest experiences and streamline operations within the hospitality industry. - Leveraging technology to support franchisees, ensuring they have the tools needed for efficient and profitable operations. - The importance of actively listening to and integrating customer feedback into the business strategy and technology roadmap. - Strategies for sustainable and scalable growth, balancing rapid expansion with maintaining high standards. Working closely with vendors to ensure they can adapt and pivot to meet the evolving needs of the business. - Focusing on the financial health and efficiency of individual locations to drive overall business success. - Defining metrics and goals to measure the success of initiatives and ensure alignment with the company’s vision.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, we chatted with Erin Newkirk, Chief Brand & Marketing Officer at Caribou Coffee. Erin shares insights on the importance of personalization in marketing, emphasizing the need to tailor efforts across various channels like TikTok and Instagram. Erin also discusses the critical role of integrating customer feedback through social listening and location-based insights to enhance the customer experience. She also highlights some of Caribou Coffee’s innovative campaigns, including a creative TikTok dating show aimed at engaging Gen Z audiences. Topics discussed: - Tailoring marketing efforts to different channels like TikTok and Instagram to meet guests where they are. - Utilizing social listening and location-based feedback to enhance the customer experience. - Launching creative campaigns, such as a TikTok dating show, to engage younger audiences like Gen Z. - The importance of having a solid brand architecture when expanding from a few locations to several hundred stores. - Ensuring employees are informed and engaged to provide a great customer experience. - Identifying themes and key drivers from customer feedback at both micro and macro levels. - Encouraging marketers to be curious, ask questions, and be more interested to create compelling campaigns. - Leveraging data from customer surveys and feedback for informed decision-making in marketing.

In this special episode of The QSR Experience Show at the National Restaurant Association Show, Bobby speaks with Ming-Tai Huh, Head of Food & Beverage at Square and Partner at Cambridge Street Hospitality Group. Ming-Tai shares his journey to becoming a leader at Square and his passion for community involvement.  He dives into how Square’s technology is revolutionizing the food and beverage industry by streamlining operations and enhancing decision-making. Ming also offers invaluable advice for aspiring restaurateurs, including the importance of leveraging AI and knowing the right time to expand.  Topics discussed: - Insights on how Square’s technology helps streamline operations and enhance decision-making in the food and beverage industry. - Challenges and strategies for integrating technology into restaurant operations, ensuring seamless transitions and improved efficiency. - Effective marketing strategies, including targeting specific segments to stand out and drive customer engagement. - The importance of focusing on the employee experience to create a positive and productive work environment. - Knowing the right time to expand and create new restaurant concepts, based on market demand and operational readiness. - The value of talking to other operators to make informed decisions and avoid reinventing the wheel in the restaurant business. - How to maximize the benefits of attending industry trade shows by setting clear goals and gathering relevant information to improve your business.

In this episode of The QSR Experience Show, Mike LaRue, Vice President of Franchise Development at Angry Chickz, shares his extensive experience in franchise development, in particular the ins and outs of when to start franchising and when to continue to expand. He emphasizes the importance of selecting the right partners and the lessons learned from emerging brands.  Mike also discusses the critical role of maintaining personal guest interactions to stand out in the competitive QSR industry that is leaning into technology more heavily every day. Additionally, Mike offers insights into the future landscape of quick service restaurants, highlighting the balance between technology integration and preserving the guest experience.  Topics discussed: - The importance of selecting the right partners and reaching multiple locations before considering franchising. - Lessons learned from working with emerging brands and understanding what not to do in franchise development. - Maintaining personal guest interactions to avoid becoming a commodity in the competitive QSR landscape. - Developing a comprehensive onboarding process for franchisees to ensure smooth operations and consistency across locations. - Proving a successful labor model even in challenging labor markets, essential for franchise growth and sustainability. - Balancing the integration of technology, such as kiosks, with maintaining a personal touch in guest interactions. - Strategies for expanding into new markets, including understanding psychographics and demographics to select the best locations. - The significance of operating numerous corporate locations to refine and prove the business model before franchising. - The role of community engagement and the impact it has on differentiating a brand in the marketplace.

In this episode of The QSR Experience Show, Rob Swain, Global Chief Operations Officer at KFC, shares insights from his rich background in the restaurant industry. Rob discusses the challenges and importance of scaling operations, focusing on both guest and team member satisfaction. Rob also talks about leveraging technology for improved customer experiences, integration of employee feedback into brand strategies, and the future of the restaurant industry. He emphasizes the value of actionable insights and the significance of surrounding oneself with a talented team. Topics discussed: - The scale of KFC’s operations, spanning 150 countries with over 30,000 locations and a million employees. - KFC’s focus on maintaining quality through taste, education, standards, and compliance to drive brand loyalty. - Ensuring consistent in-location experiences across diverse markets and channels amid technological advancements. - The significance of employee feedback in shaping brand strategies and enhancing operational efficiency. - Embracing technology for convenience, with a spotlight on drive-thru innovations and customer touchpoints. - Implementing technology to streamline operations, reduce paperwork, and improve team productivity in restaurant settings. - How the ”KFC Listens” program, along with leveraging Qualtrics for cross-experience management, helped drive guest and employee satisfaction. - The interconnectedness of customer experience and employee experience, highlighting the impact of engaged teams on brand success.

In our recent episode of The QSR Experience Show, Justin Bartek shares his journey from the fry station at Burger King to his current role as Vice President of Marketing at Dog Haus.  Justin explores the challenges and strategies of scaling a restaurant brand, emphasizing the importance of aligning marketing initiatives with operational goals. Justin also shares his insights on leveraging technology for growth and enhancing the guest experience.  Topics discussed: - Strategies for maintaining a consistent guest experience across different locations within an expanding restaurant chain. - Dog Haus’ unique positioning in the industry, focusing on menu diversity and culinary innovation. - Insights into the future of the restaurant industry, including the impact of technology on changing customer preferences. - Lessons learned about the importance of aligning marketing and operations within a restaurant brand for success. - Leveraging technology, such as loyalty programs and digital advertising, to drive growth and enhance customer engagement. - The role of regional differences and operator input in tailoring marketing strategies and guest experiences. - Justin’s perspective on scaling restaurant chains effectively, considering goals, market niches, and operational strategies for growth.

On today’s episode of The QSR Experience Show, Bobby speaks with Craig Dunaway, Chief Operating Officer at Penn Station East Coast Subs, about how Craig and his team maximize a franchisee’s return on investment using in-person evaluations of each location.  They also discuss how quickly the restaurant industry has had to shift to a hybrid ordering model and how that has affected Penn State East Coast Subs specifically. Topics discussed: - What distinguishes Penn State East Coast Subs from other restaurants and brands. - How to maximize a franchisee’s return using regular, in-person evaluations. - Ensuring that a customer’s experience is high quality and consistent not only across locations, but across ordering platforms. - How a traditionally dine-in restaurant accommodates hybrid ordering while maintaining customer experience across the board. - How customers have leaned into the hybrid ordering model: they have fully embraced it. - Craig’s philosophy on new store locations and growth. - What Craig foresees in the future of the restaurant industry and how Penn State East Coast Subs will fit into it.

In this episode of The QSR Experience Show, Bobby sits down with Doug Willmarth, President of MOOYAH Burgers, Fries & Shakes. Doug shares his journey from the packaged goods industry to leading a top franchise in the QSR sector, emphasizing the importance of quality food, brand love, and the unique role of franchisees in community building. Topics discussed: - Doug’s Path to MOOYAH: Starting with a passion for MOOYAH’s product quality, Doug outlines his career progression from Kraft Foods and PepsiCo to Wingstop and eventually MOOYAH, driven by a commitment to delivering the best-tasting cheeseburgers in America. - Brand Attraction and Philosophy: Doug details what drew him to MOOYAH, highlighting the brand’s focus on great food, customer service, and the sense of family among franchisees, which serves as the cornerstone for the brand’s hospitality approach. - Growth Strategy and Customer Focus: With 75 locations, MOOYAH targets a broad customer base, from burger enthusiasts to health-conscious individuals, emphasizing a quality experience over speedy service. Doug discusses refining the brand’s focus to ensure a consistent, high-quality customer experience across all locations. - Challenges and Adaptations: Addressing the balance between speed and quality, Doug explains MOOYAH’s commitment to quality, the impact of COVID-19 on consumer behavior, and the importance of digital engagement in today’s fast-casual landscape. - Future Outlook and Advice for Growth: Looking towards expansion, Doug shares insights on scaling up while maintaining brand identity and quality. He advises emerging chains on the importance of understanding their unique value proposition to ensure sustainable growth.

On today’s episode of The QSR Experience Show, Bobby speaks with Andrew Rebhun, Chief Experience Officer at CAVA, a growing Mediterranean culinary brand. They discuss the ways in which CAVA engages and welcomes customers through menu customization, offering different ways to order, and locally-focused Community Days. They also talk about changing customer trends, how CAVA invests in developing leaders, and why it’s key to tell a great brand story. Topics discussed: - How CAVA sets itself apart through its customizable experiences and high-quality ingredients. - How they engage customers in local markets through Community Days and by supporting non-profits. - CAVA’s approach to personalization through mobile ordering and its new app. - Changing customer trends and why QSRs need to nail the experience each time. - How CAVA empowers its employees and invests in their long-term training with a GM academy. - The process CAVA uses to choose where their next location will be. - Advice to QSR leaders on the importance of understanding decision impacts and telling a great brand story.

On today’s episode of The QSR Experience Show, Bobby speaks with Dawn Nielsen, COO at Kolache Factory, a bakery and cafe serving Eastern European pastry. They discuss how operations have evolved over the past 40 years, what technology they're using to streamline the customer experience, and why consistency across locations begins with communication. They also talk about strategies to increase employee satisfaction, how they're improving their menu, and what the future of QSRs will look like. Topics discussed: How Kolache Factory has evolved its operations and technology from the 1980s. Why creating consistent customer experiences across locations begins with frequent and timely communication. The technology they're leveraging to handle backend management and provide seamless payment experiences to customers. How they're evolving their menu to be "bold and unique." The strategies they use to increase employee satisfaction, including gamification, flexible schedules, and holiday bonuses. Advice for QSR owners and franchisees to rely on others and not do it all alone. What the future of the restaurant industry may look like in terms of footprint, focus, and equipment.

On today’s episode of The QSR Experience Show, Bobby speaks with Adam Klaers, Executive Vice President at Roy Rogers Restaurants, founded in 1968. They discuss how Roy Rogers is an "emerging legacy brand" and what experiences they deliver to differentiate themselves from competition — like offering a "fixin's bar," staffing dining room attendants, and serving multiple proteins. They also talk about how Roy Rogers creates consistency through app-based training, how they're leveraging AI to help with administrative tasks, and advice on how to build your career in QSR. Topics discussed: The history of Roy Rogers, why they consider themselves an "emerging legacy brand" today, and how they're focused on corporate and franchise growth in the future. The in-location experiences that differentiate Roy Rogers from competitors and how they make it a "home away from home." The tactics they take to ensure a great customer experience, like having a dining room attendant present. How Roy Rogers is leaning into technology, like using AI and ML to handle administrative tasks and create one-to-one marketing opportunities. How Roy Rogers creates consistent in-location experiences through app-based staff training. The challenges that arise when serving multiple proteins, like food costs and kitchen complexities. The three attributes that will get you far in the restaurant industry.

On today’s episode of The QSR Experience Show, Bobby speaks with Jodie Conrad, Chief Marketing Officer at Donatos Pizza, a family-owned pizza company with more than 150 locations. They discuss the ways in which digital channels have transformed the customer experience, how they’re optimizing their menu to create more consistency across locations, and why QSRs need initiatives to help their frontline employees be more successful. They also talk about why a great marketing strategy is staying true to the brand, "no gimmicks," and prioritizing solving problems. Topics discussed: What Jodie's marketing philosophy is and why it centers around solving problems and "no gimmicks." How the rising role of IT and technology in QSRs provides better customer experiences. How digital channels and in-store experiences converge to reduce friction and give customers more control. How Donatos is creating consistency across locations by optimizing its menu to ensure the same pizza wherever you are. How Donatos is thinking about food trends, and how customers enjoy basics with a twist. Why QSRs need to invest in initiatives that bring more value and success to their employees. Why a great strategy is to stay true to what makes the brand “the brand” and to find your unique offering.

On today’s episode of The QSR Experience Show, Bobby speaks with Stephanie Hoppe, Chief Marketing Officer at Cicis Pizza, a restaurant chain offering all-you-can-eat pizza buffets. They discuss how to create consistent experiences for customers across locations, and why simplifying operations plays a key role in bringing more value to customers. They also talk about how data can help drive customer initiatives like loyalty programs, why focusing on one concept is what leads to success, and how AI and automation will play a role in the future of the QSR industry. Topics discussed: How Cicis Pizza grew to 280 locations and what sets the brand apart in terms of service and value. How to create consistent experiences for customers across locations, and why taking an ops-first mindset for marketing will help achieve that goal. Why sometimes doing a deep dive into the data may hold you back from launching new marketing efforts and experiments. How the QSR industry is evolving, and how independent businesses, challenges to consistency, and concept focus are key trends. How technology can help you learn more about your customers and drive new initiatives like loyalty programs. Advice for QSRs that want to scale, including being wise about choosing your franchisees and why location is key. The role AI and automation will play in the future of QSR.

On today’s episode of The QSR Experience Show, Bobby speaks with Tim Hackbardt, CMO at Del Taco Restaurants Inc., a fast food restaurant chain that specializes in American-style Mexican cuisine. They discuss how the sixty-year-old restaurant is continuing to grow through product innovation, using technology to scale, and by modernizing its locations through its Fresh Flex approach. They also talk about why the most successful brands focus on customer service, what to look for when turning a brand around, and advice for marketers who want to grow in the restaurant industry.   Topics discussed:   How Del Taco has increased its unit volume by staying current with trends, product innovation, remodels, social media engagement, and more. What a day in the life of a CMO looks like, and how the schedule includes strategy, creative, analytics, and lots of food. How brands are evolving in today's world and using technology like geotargeting and in-app AI to scale. Why a common theme across successful businesses is their focus on customer service and experiences. What to look for when turning around a brand and positioning it for success, including operations, morale, and the business model. How Del Taco is creating consistent experiences across locations and modernizing for the future. Advice for new marketers who want to grow their career in the restaurant industry. 

On today’s episode of The QSR Experience Show, Bobby speaks with Gabe Alonso, VP - Digital Marketing at El Pollo Loco, a restaurant chain that specializes in Mexican-style grilled chicken. They discuss how Gabe landed at El Pollo Loco after an extensive career in marketing, the ways in which his team has been revamping the loyal program and app, and why it's important to treat digital products as "living and breathing" things. They also discuss how El Pollo Loco is making the customer experience consistent across digital and physical channels, how trends like AI and ML are helping improve customer messaging, and why you need to have people to scale technology. Topics discussed: An overview of Gabe's extensive career that's brought him from MTV, to Nike, to Activision, to Pepsi, and to his current role as VP of Digital Marketing at El Pollo Loco. How Gabe has worked on relaunching El Pollo Loco's loyal program and app over the past year, and how they're focused on engaging younger consumers. Why a digital product should be treated as a "living and breathing" thing that needs to be developed and shaped through customer feedback and use. How El Pollo Loco is working to create consistent brand experiences across its channels, including the app, digital ordering, and physical locations. Top trends impacting QSR marketing today, including how brands are playing more into culture, working with influencers on content creation, and how AI and ML can help create better offers and messaging. Advice to QSR marketers that includes a reminder to understand your audience and why you need to invest in people in order to scale your technology.  Guest Quotes:  "I would say that we have a big opportunity for us to storytell our origin story, where we're from, who we are. I would argue that despite being around for 40 years, people still don't really know us. And I think we have a new generation in Latino Gen Z, multicultural Gen Z that we can really identify with and resonate with if we just start to tell our story a bit more." (21:17-21:42) "When you unleash a program or a digital product, that you should treat it as a living, breathing thing. ... You have to continue to take in insights and testimonials from consumers and continue to feed that into your development process to make it better, more efficient, and easier for the consumer." (8:32) "We leverage machine learning to create propensity models for purchase, product propensity. ... We're getting smarter and smarter, it feels like, every month with our partner and more efficient on our offer strategy and bringing back that ROI with driving discount efficiency." (15:01) "Understand who your audience is. That's key because that then informs everything else that you're doing, whether it's the spend that you're putting into your local marketing opportunities, or the creators that you want to connect with." (17:48) "Just having the platform isn't going to solve your problem. You need human resource, people resource to be able to connect dots, to be able to then create content or strategies off of those insights that can then impact your business." (18:59)