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...
Sep 12, 2024•20 min•Ep. 30
In this episode of The QSR Experience Show, Ken Rice , COO of Pickleman's Franchising , 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 con...
Aug 08, 2024•17 min•Ep. 29
In this special episode of The QSR Experience Show at the National Restaurant Association Show , Michael Chachula , CIO & CTO of FAT Brands, Inc. , 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. He also emphasizes the critical role of integrating customer feedback into technological deployments, allowing businesses to stay at...
Aug 01, 2024•22 min•Ep. 28
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 pl...
Jul 25, 2024•6 min•Ep. 27
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 en...
Jul 18, 2024•13 min•Ep. 26
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 importanc...
Jul 11, 2024•18 min•Ep. 25
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 experi...
Jun 27, 2024•18 min•Ep. 24
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 advic...
Jun 20, 2024•17 min•Ep. 23
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 th...
Jun 11, 2024•17 min•Ep. 22
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...
May 23, 2024•21 min•Ep. 21
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 con...
Apr 25, 2024•21 min•Ep. 20
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 r...
Apr 11, 2024•21 min•Ep. 19
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 an...
Mar 07, 2024•19 min•Ep. 18
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 t...
Jan 25, 2024•18 min•Ep. 17
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. T...
Jan 04, 2024•17 min•Ep. 16
On today’s episode of The QSR Experience Show, Bobby speaks with Adam Klaers , Executive Vice President at Roy Rogers Restaurants , founded in 1968. They discuss how Roy Rogers is an "emerging legacy brand" and what experiences they deliver to differentiate themselves from competition — like offering a "fixin's bar," staffing dining room attendants, and serving multiple proteins. They also talk about how Roy Rogers creates consistency through app-based training, how they're leveraging AI to help...
Dec 21, 2023•16 min•Ep. 15
On today’s episode of The QSR Experience Show, Bobby speaks with Jodie Conrad , Chief Marketing Officer at Donatos Pizza , a family-owned pizza company with more than 150 locations. They discuss the ways in which digital channels have transformed the customer experience, how they’re optimizing their menu to create more consistency across locations, and why QSRs need initiatives to help their frontline employees be more successful. They also talk about why a great marketing strategy is staying tr...
Nov 16, 2023•22 min•Ep. 14
On today’s episode of The QSR Experience Show, Bobby speaks with Stephanie Hoppe , Chief Marketing Officer at Cicis Pizza , a restaurant chain offering all-you-can-eat pizza buffets. They discuss how to create consistent experiences for customers across locations, and why simplifying operations plays a key role in bringing more value to customers. They also talk about how data can help drive customer initiatives like loyalty programs, why focusing on one concept is what leads to success, and how...
Oct 30, 2023•19 min•Ep. 13
On today’s episode of The QSR Experience Show, Bobby speaks with Tim Hackbardt , CMO at Del Taco Restaurants Inc. , a fast food restaurant chain that specializes in American-style Mexican cuisine. They discuss how the sixty-year-old restaurant is continuing to grow through product innovation, using technology to scale, and by modernizing its locations through its Fresh Flex approach. They also talk about why the most successful brands focus on customer service, what to look for when turning a br...
Oct 12, 2023•23 min•Ep. 12
On today’s episode of The QSR Experience Show, Bobby speaks with Gabe Alonso , VP - Digital Marketing at El Pollo Loco , a restaurant chain that specializes in Mexican-style grilled chicken. They discuss how Gabe landed at El Pollo Loco after an extensive career in marketing, the ways in which his team has been revamping the loyal program and app, and why it's important to treat digital products as "living and breathing" things. They also discuss how El Pollo Loco is making the customer experien...
Oct 03, 2023•21 min•Ep. 11
On today’s episode of The QSR Experience Show, Bobby speaks with Nicolas Boudet , Chief Operating Officer at Dairy Queen , a chain of soft serve ice cream and fast food restaurants. They discuss what has made Dairy Queen so successful over its 80 years of operation, and how DQ creates consistent experiences across their 7000 locations worldwide through extensive training and customer feedback. They also talk about current trends shaping the restaurant industry, what emerging technology will impa...
Jul 14, 2023•27 min•Ep. 10
On today’s episode of The QSR Experience Show, Bobby speaks with Chris Dull , President and CEO at Freddy's Frozen Custard & Steakburgers , a vintage-style chain for steakburgers, hot dogs, and other fast-food staples. They discuss how Freddy's keeps their experiences consistent across 480 locations, the importance of having dedicated franchisees, and why the human element is key to their value proposition. They also discuss current trends in QSR, where the industry is going, and advice on h...
Jun 29, 2023•19 min•Ep. 9
On today’s episode of The QSR Experience Show, Bobby speaks with Tom Krouse , CEO of Donatos Pizza , a family-owned pizza company with more than 150 locations. They discuss Tom's forty-year career in restaurants, including his time overseeing brand marketing for Wendy's, and how he became the CEO of Donatos. They also discuss Donatos's philosophy about being "more than the pizza," the systems they use to create consistent experiences and products, how they're introducing technologies like AI and...
Jun 15, 2023•24 min•Ep. 8
White Castle isn’t as big as some other hamburger chains, but it is the oldest chain in the United States, and it remains family-owned even after 100 years, which is a big feat. In today’s episode, you’ll learn more about White Castle and why it remains a success so long after its initial appearance. Jamie Richardson is the Vice President of Marketing and Public Relations at White Castle. Over the years, he’s also worked as a Regional Marketing Supervisor, Director of Marketing, and the VP of Pu...
Jun 01, 2023•20 min•Ep. 7
On today’s episode of the Brick and Mortar Reborn podcast, Bobby speaks with Matt Ensero , President and Founder of Wing It On! , a fast casual concept focusing on serving authentic buffalo wings for takeout or dine-in. They discuss Matt's journey from pivoting from a career in finance and sales to bootstrapping a "wing joint for wing nuts" — and why slow, patient growth was the key to Wing It On!'s success. They also discuss how Wing It On! leverages technology to enhance the customer experienc...
May 19, 2023•20 min•Ep. 6
On today’s episode of the Brick and Mortar Reborn podcast, Bobby speaks with David Leonardo , CEO of Chill-N Nitrogen Ice Cream , a shop serving up fresh, made-to-order ice cream. They discuss Chill-N's unique way of creating ice cream, and how they've automated steps to increase throughput to meet customer demand. They also discuss what makes a successful franchisee, how not to fall into the trap of believing a first profitable store means more profitable stores, how franchisees can instill gre...
May 11, 2023•22 min•Ep. 5
In this episode, our host Bobby Marahmat speaks with Andrew Pudalov , Founder and CEO of Rush Bowls, a healthy quick serve restaurant with more than 40 locations across the US with plans to add 20 more new locations in 2023. Topics discussed: How the 9/11 terrorist attacks prompted Andrew to leave behind his career in finance. The inspiration behind Rush Bowls. How to decide if you should franchise your business. The key to Rush Bowls rapid growth. How Rush Bowls creates memorable in-location ex...
Apr 27, 2023•18 min•Ep. 4
On today’s episode of the QSR Experience Show, Bobby speaks with Bryan Tublin , Owner and Co-Founder of Kitava Kitchen , a clean, casual restaurant serving modern American cuisine with a local twist. They discuss how Kitava was founded out of a need for healthier food options, and the ways in which Kitava creates great customer experiences across its expanding locations. They also talk about how brands can scale by creating quality products, knowing your unit economics, and focusing on your "fou...
Apr 27, 2023•17 min•Ep. 3
In this episode of the QSR Experience podcast, Bobby Marhamat interviews Joe Fontana, owner of Fry the Coop, a successful Nashville hot chicken joint in Chicago. Joe shares his journey from valet to restaurateur, how he transitioned back to hospitality, and his ambitious goals for Fry the Coop's future. Key Topics Discussed: Joe's background and start in the hospitality industry. The decision to leave corporate life and return to the world of food. The inception of Fry the Coop and its rapid gro...
Apr 20, 2023•24 min•Ep. 2
In this episode of the QSR Experience podcast, host Bobby Marhamat welcomes Mark Setterington from Island Fin Poke . Mark shares his journey in the restaurant industry, the inception of Island Fin Poke, its growth into a successful franchise, and valuable advice for listeners looking to succeed in the food business. Key Topics Discussed: Mark's background and journey in the restaurant industry. The creation of Island Fin Poke with partner Paul, focusing on quality food and exceptional service. T...
Mar 27, 2023•17 min•Ep. 1
