The QSR Experience Show

Soundtrack Your Brand’s Megan Cupples on the Power of Music Integration in Commercial Spaces

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.

Coca Cola’s Amy Chaffin on Personalized Dining Experiences For Every Region and Generation

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. 

Big Chicken’s Jason Mceachern on Leveraging Technology and Customer Feedback Together for Business Growth

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.

Caribou Coffee’s Erin Newkirk on Personalizing Marketing Strategies with Innovative Campaigns for Gen Z

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.
 

Square’s Ming-Tai Huh on Leveraging AI in the Food and Beverage Industry

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. 

Angry Chickz’s Mike LaRue on Franchise Expansion Strategies and Maintaining Guest Connection

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.

KFC's Rob Swain on Scaling Operations and Enhancing Team Member Experiences Across 30,000 Locations

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.

Dog Haus’ Justin Bartek on The Crucial Role of Aligning Marketing and Operations in Restaurant Brands

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. 

Penn Station East Coast Subs' Craig Dunaway on How Customers Have Embraced Hybrid Ordering Sytems

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.

Elevating the Burger Experience with MOOYAH's Doug Willmarth

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.