The QSR Experience Show

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 p...

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 s...

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 critic...

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 busine...

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...

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 franch...

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...

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...

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 cri...

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 in...

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 technol...

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...

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 w...

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 l...

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 em...

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 ab...

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 front...

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 custo...

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 tal...

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 a...

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. The...

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 valu...

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...

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...

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!...