by Raydiant
The QSR Experience Show is designed for operators and executives looking to drive more revenue by providing a better guest experience. In each episode, host Bobby Marhamat interviews a QSR leader to unpack tactical insights, tips, and best practices that will help our audience take their restaurant to the next level. This show is brought to you by Raydiant.com
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🇺🇲
Publishing Since
3/27/2023
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September 12, 2024
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.
August 8, 2024
<p>In this episode of The QSR Experience Show, <a href='https://www.linkedin.com/in/ken-rice/'>Ken Rice</a>, COO of <a href='https://www.picklemansfranchising.com/'>Pickleman's Franchising</a>, 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. </p> <p> </p> <p>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.</p> <p> </p> <p>Topics discussed:</p> <p> </p> <ul><li style="font-weight:400;">The importance of fostering a strong culture through effective communication between franchisees and franchisors.</li> <li style="font-weight:400;">Using AI and other technologies to enhance guest experiences without losing the human touch.</li> <li style="font-weight:400;">Developing replicable systems and conducting thorough market research for successful expansion into new markets.</li> <li style="font-weight:400;">Conducting monthly calls between corporate and franchisees to discuss marketing, operations, and development.</li> <li style="font-weight:400;">Revamping training programs to better equip multi-unit district managers and their teams for efficient operations.</li> <li style="font-weight:400;">The importance of recognizing the difference between a customer and a guest to improve service quality.</li> <li style="font-weight:400;">The rise in demand for healthy and sustainable food options in the QSR industry.</li> <li style="font-weight:400;">Utilizing AI for responding to guest feedback and considering AI for phone answering systems.</li> <li style="font-weight:400;">The need for developing and training leaders to manage multiple locations effectively.</li> <li style="font-weight:400;">The importance of scouting competitors and understanding market dynamics for choosing new locations.</li> </ul>
August 1, 2024
<p>In this special episode of The QSR Experience Show at the <a href='https://www.nationalrestaurantshow.com/2024-show-may-18-21-2024'>National Restaurant Association Show</a>, <a href='https://www.linkedin.com/in/chachula/'>Michael Chachula</a>, CIO & CTO of <a href='https://www.fatbrands.com/'>FAT Brands, Inc.</a>, 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. </p> <p> </p> <p>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. </p> <p> </p> <p>Topics discussed:</p> <ul><li style="font-weight:400;">The importance of aligning tech choices with business goals to ensure investments drive tangible value and operational efficiency.</li> <li style="font-weight:400;">How integrating customer feedback into technological deployments helps businesses stay attuned to consumer needs and enhances overall satisfaction.</li> <li style="font-weight:400;">Creating flexible and engaging loyalty programs that go beyond simple discounts to offer personalized rewards, increasing customer retention and engagement.</li> <li style="font-weight:400;">The importance of leveraging data to make informed decisions, optimize operations, and personalize the customer experience in the restaurant industry.</li> <li style="font-weight:400;">How technology can support and enhance the ethos of a brand, ensuring it remains consistent with the company's core values and mission.</li> <li style="font-weight:400;">The significance of presenting clear choices to consumers, making it easier for them to engage with the brand and its offerings.</li> <li style="font-weight:400;">Tools and strategies for delivering more personalized experiences to customers, increasing their loyalty and satisfaction.</li> </ul>
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