The QSR Experience Show Raydiant

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.