The QSR Experience Show Raydiant

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.