Elevating Brick & Mortar

Geoff shares how Gong cha grew from a single tea shop in Taiwan to over 2,200 locations across 33 countries by staying obsessive about product quality, franchisee passion, and delivering a personalized guest experience at every touchpoint. He breaks down what it takes to scale a globally loved brand into the US market, how Gong cha 2.0 is redefining the in-store experience with technology and desi...

Ryan shares how the brand scaled from a single Ohio location to 65 franchises across 20 states by prioritizing franchisee selection, site psychology, and a curated in-location experience. He breaks down what it takes to maintain brand consistency at scale and how a membership model creates loyalty that holds even in tough economic conditions.  Welcome to Elevating Brick and Mortar. A podcast about...

Rigvi breaks down what truly useful AI looks like, grounded in outcomes like spend optimization, revenue protection, and predictive maintenance, not just convenience features or marketing buzz. He also makes the case that AI won't replace FM professionals, it will finally let them do the job they were always meant to do. Welcome to Elevating Brick and Mortar. A podcast about how operations and fac...

Michelle describes how Truly Nolen’s “Yellow Standard” prioritizes proactivity over reactivity and innovating with purpose. She also emphasizes that great customer outcomes start with taking great care of employees.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Michelle Nolen, owner of Truly Nolen. Fo...

Christopher shares a career spent in restaurants, not just behind a desk. He emphasizes the importance of focusing on KPIs before investing in technology, and standardizing operations while preserving your brands’ identity. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Christopher Gumprecht, VP of Mark...

Paul discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Paul Walsh, CEO and Founder of Path2Max....

Jessica Garbarino of Primark U.S. discusses the challenges and opportunities of building brand awareness in a new country. She highlights the importance of storytelling and making emotional connections with customers. She and Sid dive into in-store experience, local community design, and a measured growth strategy.  Welcome to Elevating Brick and Mortar. A podcast about how operations and faciliti...

Tom Kay says the industry is at an inflection point — with technology, talent, and consumer expectations all shifting at once. Tom describes how facilities can shape the customer experience every day, and has never been more essential. The teams who embrace data, modern tools, and continuous upskilling will lead the next chapter of the built environment.  Welcome to Elevating Brick and Mortar. A p...

Nish and Rahul discuss the major challenges facing our industry: high costs and complexity of traditional systems, a lack of real-time data, and the need for more proactive and predictive maintenance. Then they offer their solutions.  Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Nish Kanapilly and Rah...

Aaron addresses the skilled trades gap, operational efficiency, and customer service. He also highlights the critical role of technology in supporting and elevating the skilled trades, and the future of tech in the industry. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Aaron Salow, CEO of XOi Technolo...

Joe describes his unique business model, which operates in convenience stores rather than standalone locations. With a focus on consistency, quality, and brand experience, Krispy Krunchy Chicken has grown to over 3,400 locations. Joe also highlights the importance of strong supply chain management, brand awareness, and good culture.  Welcome to Elevating Brick and Mortar.  A podcast about how oper...

Tune in for Season 5, streaming wherever you get your podcasts.  Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Melissa emphasizes the importance of human interaction in the dining experience, the role of continuous improvement, and the integration of sustainability practices. Sid and Melissa also discuss the evolving expectations of consumers for values-driven brands and the necessity for businesses to adapt their physical spaces to meet these demands. Welcome to Elevating Brick and Mortar.  A podcast abou...

Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also  shares the secrets to success behind Dutch Bros’ rapid growth from a small-town coffee cart to plans for over 2,000 locations.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Heather Ro...

Eric discusses how Salon Republic  turned physical spaces into a successful product offering by creating customizable, artistic studios for independent beauty professionals. They emphasize the importance of maintaining these environments to cater to diverse needs while staying cost-effective and resilient to wear. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities...

Wyatt discusses the shortage of skilled labor, the role technology plays in tackling this issue, and its broader impact on the economy. Wyatt and Sid address ongoing challenges in the skilled trades industry, and what innovative solutions lie on the horizon. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk wit...

Meaningful change for patients comes from healthcare focused on hospitality. Marcelle Parrish emphasizes the importance of a patient-focused approach in healthcare. She says that studying, understanding, and improving each step of the patient experience is crucial. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we t...

Rani says the hospitality industry needs disruption. He describes CitizenM’s efficient use of space, a community-driven environment, and integration of technology with a human touch. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Rani Gharbie, Managing Director of Investment & Development at CitizenM Ho...

Shaun discusses Capital One’s mission to integrate technology with human interaction to create welcoming, community-oriented spaces that offer more than traditional banking services. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Shaun Rowley, Head of Market Experience at Capital One . Capital One is a...

Sanjay shares how to run a successful franchise by following brand processes and adjusting to the shift towards digital, loyalty-driven operations. He also discusses the value of enterprise risk management, compliance, and consistency.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Sanjay Jain, the Cha...

Richard and Sid discuss the balance between advancing technology and addressing current business needs, including the importance of AI in adding to human capital. Richard describes his vision for the future: one that’s approaching faster than we think. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Rich...

It can be hard to establish reliable culture and community in a standardized physical environment. Mike Gray describes how he does so across his franchises, and what makes for good franchise management. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Mike Gray, President of Rumble Boxing. As a relatively...

Dave discusses the evolution of his career, the importance of data-driven decision-making, and adapting along with consumer behavior. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Dave Tarantelli, VP of Systems at Citizens. Citizens Financial Group, Inc. is one of the nation’s oldest and largest financ...

Brian describes how Racetrac has evolved to fill the needs of the modern consumer. He and Sid discuss the importance of technology in maintaining operational efficiency, and how to deliver a consistent customer experience. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Brian Nay, Director of Field Servi...

For the past three seasons, Sid has talked with thought leaders from across various industries and functions. They've discussed the impact of the built environment on delivering on your brand promise, combatting the skilled trades gap, the customer of the future, and more.  In Season 4, we’re digging even deeper into the world of physical retail. Join us as we speak with the visionary leaders that...