Lessons From the Field [Powered by Black Box Intelligence]

Black Box Intelligence
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Learn how the top restaurant performers do it.With hosts like Victor Fernandez, Black Box Intelligence's Head of Insights and Knowledge, and  Emily Bennett,  Black Box Intelligence's Director of Customer Solutions.

Episodes

  1. JUN 19

    Voice, Value, and the Review Economy: The Future of Reputation Management [ft. Gather Media]

    Episode 11 | 06/19/25 Episode Overview From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear.  In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might be your most underutilized sales lever.  Key Takeaways: [Insight #1]   –  Start small, but start    A 20-response library is better than none. Review management is a marathon, not a sprint. [Insight #2]   –  Don’t ignore the weird ones   Even bizarre reviews can reveal trends—or drive loyalty with the right response. [Insight #3]   –  Brand voice matters online   Guests want to feel your personality in how you respond. (Yes, even through a haiku.) [Insight #4]   –  Routing is everything   Feedback should reach ops, legal, and even franchisees to be truly actionable. [Insight #5]   – AI is a tool, not a replacement  Human-led, brand-driven responses still win hearts (and five-star ratings). Mentioned in the Episode: Best Practices Award (BPA)Operationalizing Guest Feedback—and Why It All Starts with Caring:  Insights from Torchy’s TacosGather Media GuestXM

    24 min

  2. APR 17

    How Noodles & Company Uses Data to Improve Retention and Performance [ft. Leaders from Noodles & Company]

    Episode 10 | 04/17/25 Episode Overview Employee turnover remains one of the biggest challenges in the restaurant industry—but how can you use data to manage it more effectively? In this Lessons from the Field episode, Jenilee Childs (VP of HR) and Darcy Dees (Director, HRIS & People Analytics) of Noodles & Company share how their team leverages benchmarking data to support operators with actionable insights. Key Takeaways: [Insight #1]   – Utilizing Data to Understand Employee Turnover Noodles & Company likely analyzes employee turnover rates across different locations and roles to identify patterns and root causes. This data-driven approach helps in developing targeted strategies to improve retention.[Insight #2]   – Enhancing Training Programs Through Performance Metrics By tracking performance metrics, the company can assess the effectiveness of training programs. Insights gained enable the refinement of training content and methods to better equip employees for success.[Insight #3]   – Implementing Predictive Analytics for Staffing Needs Predictive analytics may be used to forecast staffing requirements based on historical data and trends. This ensures optimal staffing levels, reducing employee burnout and improving customer service.​[Insight #4]   – Personalizing Employee Engagement Initiatives Data collected from employee feedback and performance reviews can inform personalized engagement strategies. Tailored initiatives contribute to higher job satisfaction and retention rates.​[Insight #5]   – Aligning Operational Goals with Employee Performance By aligning individual performance metrics with broader operational goals, Noodles & Company ensures that employees understand their impact on the company's success, fostering a sense of purpose and motivation.Mentioned in the Episode: Workforce IntelligenceGuestXMConnect with the Noodles & Company Team Jennilee LinkedInEmailDarcy LinkedInEmail

    29 min

  3. APR 3

    How Torchy’s Tacos Uses Guest Feedback to Drive Hospitality & Growth [ft. Director of Brand Marketing at Torchy’s Tacos, Brandon Rathert]

    How Torchy’s Tacos Uses Guest Feedback to Drive Hospitality & Growth Episode 9 | 04/03/25 Episode Overview How does Torchy’s Tacos balance its bold, unconventional brand with exceptional hospitality? In this episode of Lessons from the Field, they will share how guest sentiment data shapes service strategy, operational decisions, and brand growth. Key Takeaways:      [Insight #1]   – Authenticity Is Core to Brand Identity  Torchy’s brand edginess and appeal are rooted in the Team members chosen to represent their brand. Building a team with genuine care for others, and this honesty is reflected in the guest experience.      [Insight #2]   – Guest Feedback Is Treated as a Relationship, Not Just a Review   Torchy’s philosophy is that if a guest reaches out, they owe them a response—no exceptions. Whether it's praise or a complaint, every piece of feedback is acknowledged and responded to.      [Insight #3]   – Operationalizing Feedback = Root Cause Discovery  By reviewing guest reviews, the customer journey, and the UI layout, they discover actionable items to improve guest satisfaction immediately.      [Insight #4]   – Empowered Teams + HQ Support = Unified Success  Managing partners (GMs) have full access to guest data and are empowered to act, while the guest relations team offers backup and handles direct communications     [Insight #5]   – Care and Commitment Over Scores  One of the most powerful messages: "Do you really care?" If not, you're in the wrong role. If yes, then act like it. Torchy’s doesn’t chase metrics—they chase behavior change. While metrics like star ratings matter, it’s the open-ended guest feedback that drives the real insights and actions.  Mentioned in the Episode: Workforce IntelligenceGuestXM

    27 min

  4. FEB 27

    Recruiting and Retaining Staff to Support Aggressive Growth Goals [ft. Chief People Officer at Kura Sushi USA, Arlene Estrada Petokas]

    Recruiting and Retaining Staff to Support Aggressive Growth Goals Episode 8 | 02/27/25 Episode Overview Arlene Estrada Petokas (Chief People Officer) shares how Kura Sushi USA leverages a robust recruitment strategy to support their broader objectives. Key Takeaways:      [Insight #1]   – Leverage social media and marketing to attract top talent.      [Insight #2]   – Invest in training programs to set employees up for success.      [Insight #3]   – Maintain open communication to ensure employees feel valued.      [Insight #4]   – Stay competitive with pay and benefits to reduce turnover while creating clear career opportunities to keep employees engaged. Mentioned in the Episode: Workforce Intelligence

    27 min

  5. JAN 22

    How Leadership Leans on Data to Drive FP&A Strategy [ft. Finance Leaders from Giordano’s ]

    How Leadership Leans on Data to Drive FP&A Strategy Episode 7 | 01/22/25 Episode Overview David Poole (CFO) and Celia Perez (VP of Finance) of Giordano’s share how they leverage restaurant industry benchmarks and their own data to drive company strategy. Key Takeaways:      [Insight #1]   – Leverage data to tackle industry challenges and stand out in a crowded market      [Insight #2]   – Invest in technology      [Insight #3]   – Leverage benchmarking data for better data-informed decisions tailored to each customer segment      [Insight #4]   – Leverage third-party delivery to evolve and adapt to consumer behaviors Mentioned in the Episode: Financial Intelligence

    29 min

  6. 12/18/2024

    How Restaurant Suppliers Leverage Restaurant Industry Data to Drive Predictable Growth [ft. Bloomberg Intelligence and Libbey Glassware]

    Episode 6 |  12/18/24 Episode Overview Michael Halen, Senior Restaurant Analyst at Bloomberg Intelligence, and George Kalamaras, Sr. Market Research & Insights Manager at Libbey Glassware, share how suppliers of products and services to the restaurant industry can build more successful businesses by leveraging restaurant industry data. Key Takeaways:      [Insight #1]   –  Data-Driven Supplier Strategies   Suppliers are increasingly leveraging restaurant industry data to align their offerings with market demands. By analyzing trends and performance metrics, they can tailor products and services to better meet the needs of restaurant operators.      [Insight #2]   –  Enhancing Predictability and Growth   Utilizing data allows suppliers to forecast demand more accurately and identify growth opportunities. This predictive approach helps optimize inventory, reduce waste, and improve overall efficiency.      [Insight #3]   –  Strengthening Partnerships with Operators   Suppliers can become strategic partners to restaurant operators by sharing insights and data analyses. This collaboration fosters mutual growth and helps in addressing challenges proactively.      [Insight #4]   –   Adapting to Market Shifts  The restaurant industry is dynamic, with changing consumer preferences and market conditions. Suppliers that stay informed through data are better positioned to adapt and innovate accordingly.  Mentioned in the Episode: Supplier Intelligence

    25 min

  7. 12/12/2024

    Driving Success through Guest Satisfaction and Operational Excellence [ft. Roger Gondek, COO of Twin Peaks]

    Driving Success through Guest Satisfaction and Operational Excellence Episode 5 | 12/12/24 Episode Overview How do you take a struggling brand and turn it into an industry leader? A Restaurant Turnaround Strategy- just ask Roger Gondek. With over 40 years in the restaurant industry—Gondek joined Twin Peaks in 2016 with a clear mission. This isn’t just a success story—it’s a blueprint for any restaurant looking to thrive. We break down the specifics of their Restaurant Turnaround Strategy. Key Takeaways:      [Insight #1]   –  Guest Feedback as the Heart of Success Collecting and acting on guest feedback helps improve operations and guest experience. Make Feedback Easy with simple tools, like QR-code business cards, encourage guests to leave reviews.      [Insight #2]   –  The Power of Staffing: A Foundational Element Well-staffed restaurants deliver faster service, raise employee morale, improve guest experience, and, therefore, boost sales.       [Insight #3] –  Operational Excellence Meets Data-Driven Incentives Bonuses tied to guest sentiment scores motivate managers to focus on exceptional service and accountability. Mentioned in the Episode: Winning with Guest Feedback: Twin Peaks’ Restaurant Turnaround Strategy for Success Turn Feedback to $. Accurately Size Financial Impact of Guest Experience. Twin Peaks had consistent double-digit sales growth and a post-COVID comeback.

    27 min

  8. 11/21/2024

    How Marketing Leaders Drive Wide-Spread ASR Improvement [ft. Leaders from Keke’s Breakfast Cafe and Velvet Taco ]

    How Marketing Leaders at Keke’s Breakfast Cafe and Velvet Taco Drive Wide-Spread ASR Improvement Episode 4 | 11/21/24 Episode Overview For restaurant brands, understanding and acting on guest feedback is no longer optional. It’s a critical factor in driving sales, improving operations, and brand health. In a recent Lesson from the Field, industry leaders from Keke’s Breakfast Cafe and Velvet Taco shared how reviews shape the future of restaurants. Here are the key takeaways of how they use feedback to drive success. Key Takeaways:     [Insight #1] – The Correlation Between ASR & Sales Research shows that even a half-star improvement in ASR can lead to substantial sales growth.     [Insight #2] – Guest Reviews are a Key Local Marketing Channel  Guest reviews now serve as a primary tool for showcasing quality and connecting with the community.      [Insight #3] – Guest Feedback is a Predictor of Sales and Traffic Guest feedback is a treasure trove of data and a predictor of how a restaurant unit is going to perform in the future. Restaurants can use feedback to: Identify trendsMake proactive adjustmentsPlan marketing strategies      [Insight #4] – Guest Feedback is a Source of Insight Against the Competition Guest feedback helps brands gauge their performance against competitors. Identify areas where you outperform competitors and protect those strengths. Regional insights can also help brands adapt strategies to local markets. Mentioned in the Episode:  3 Ways Restaurant Leaders Use Feedback to Drive Success The 4 Main Impacts of Average Star Ratings on Restaurant Brands and 7 Best Practices ASR Strategies Your Restaurant Brand Needs To Thrive: FAQ and Best Practices from BBI Experts

    28 min

  9. 03/07/2024

    Gen Now: Overcoming Challenges with Today’s Multi-Generational Workforce [ft. Leaders from Luke's Lobster & taim mediterranean]

    Gen Now: Overcoming Challenges with Today’s Multi-Generational Workforce Episode 2 | Originally posted 03/07/24 Episode Overview With Baby boomers retiring, Gen Z, a force of 68 million, is entering the workforce, leading among hourly workers. This shift urges restaurants to rethink their approach to attracting and retaining employees. In 2024, restaurants focus on developing frontline managers to meet the demands of a rapidly changing workforce. Key Takeaways:      [Insight #1]   – Most restaurants remain understaffed.      [Insight #2]   –  Salary is the #1 factor drawing Gen Zs to a job.      [Insight #3] –   The majority of hourly new hires are Gen Zs.      [Insight #4] –   Workplace benefits and training play a pivotal role in employee retention. As if the restaurant industry hasn’t faced enough staffing challenges, another dilemma has been added to their plate. With the largest generation in American history exiting the workforce, employers are racing against time to fill the gap with the next batch of workers: Gen Zs. But as more of this generation enters the talent pool, they bring a new set of challenges, values, and expectations. This means restaurants may have to adjust their approach to remain competitive in attracting this new segment of the workforce. Mentioned in the Episode: Gen Zs Flooding into Workforce as Boomers Exit—How Can Restaurants Manage This Shift?National Restaurant Association’s (NRA) 2024 State of the Restaurant Industry ReportWorkforce Intelligence Opus Training Platform

    38 min

  10. 12/14/2023

    Breaking Down the Casual Dining Chain’s 360-View of the Restaurant Experience [ft. Troy Tracy, Former Brand President & COO with Huddle House]

    Breaking Down the Casual Dining Chain’s 360-View of the Restaurant Experience Episode 3 | 12/14/23 Episode Overview Huddle House, a thriving casual dining chain in the US, has cultivated a culture of valuing feedback. They proactively gather customer insights at every touchpoint during the dining experience. Whether guests choose to order online, opt for curbside pickup, dine-in, or have their meals delivered, the Huddle House team diligently examines and leverages this feedback to constantly elevate their brand experience and ensure they consistently meet guest expectations. Key Takeaways:      [Insight #1]   – Discover how Huddle House strategically uses sentiment data to pinpoint outliers in the customer journey       [Insight #2]   – Find out how cross-team collaboration plays a vital role in driving team efficiencies       [Insight #3]   – Learn the Huddle House process of taking feedback from data-analysis to decision-making     Mentioned in the Episode: Restaurant Insights and ResearchGuest experience management exclusively for restaurants

    30 min

  11. 11/14/2023

    Turning Customers into Raving Fans: Lessons from Cult Fast Casual & QSR Brands [ft. Leaders from Portillo's, Whataburger, Shipley Do-Nuts]

    Turning Customers into Raving Fans: Lessons from Cult Fast Casual & QSR Brands Episode 1 | 11/14/24 Episode Overview Discover the secrets behind creating a highly successful cult brand in the fast-paced world of Fast Casual and Quick Serve Restaurants. Our expert panelists will reveal proven strategies and insights for setting brand standards, balancing people and technology, and looking ahead at industry predictions that will shape the future of operations. Key Takeaways:      [Insight #1]   – How to drive consistency across the restaurant experience      [Insight #2]   – Master the art of blending people and technology for sustainable growth      [Insight #3]   – Gain insight into the latest restaurant operations trends and where to focus efforts in 2024 Mentioned in the Episode:  Black Box Intelligence Platform Restaurant Insights and Research

    31 min
  • 11 Episodes

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Learn how the top restaurant performers do it.With hosts like Victor Fernandez, Black Box Intelligence's Head of Insights and Knowledge, and  Emily Bennett,  Black Box Intelligence's Director of Customer Solutions.

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