Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates

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Experience a revealing conversation as we delve into the intricate world of diversity, inclusion, and belonging (DIB) in the restaurant industry with Dr. James Pogue. You'll gain a new appreciation for the importance of DIB and its role in enhancing productivity, igniting innovation, and strengthening collaboration.

On this episode, you'll learn from James about: 

• DIBs 
• Inclusive leadership
• Creating a sense of belonging across experiences
• Understanding but not limiting team members
• More!

Thanks, James!

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Get ready to feast on some delicious insights as we sit down with Gus Malliaris, the  genius behind Detroit Wing Company and its rise from a singular location to 31 thriving branches. We unwrap the secrets behind Gus's  success underscoring the power of customer experience in the restaurant game.

On this episode, you'll learn from Gus about: 

• Leader by example 
• Handling multiple locations
• Instilling passion in employees
• More!

Thanks, Gus!

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Meet Joe Fontana, the charismatic owner of a successful chicken sandwich restaurant, Fry the Coop. With an unwavering commitment to enhancing the guest experience, Joe reveals how he's carved out a successful niche within the bustling chicken industry.  We tackle the tough topic of survival in a cut-throat market and the ever-changing restaurant industry trends.

On this episode, you'll learn from Joe about:

• Timeless menu items
• Nurturing strong community connections
• Tackling customer complaints head on
• More!

Thanks, Joe!

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Join us as we sit down with Troy Hooper, CEO of Hot Pallet America, the parent company of dining phenomenon, Pepper Lunch, and dive into the unique experience that sets them apart. Troy shares not only the intriguing locations of these restaurants but also his perspective on how to stand out in the food industry through exceptional hospitality, regardless of the restaurant type.

On this episode, you'll learn from Troy about: 

• Setting clear expectations for customers
• Pursuit of Feedback 
• Innovative approach to international brands
• More!

Thanks, Troy!

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Ever wonder how top restaurant brands create a guest experience that keeps customers coming back for more? Prepare to be enlightened as we sit down with Donna Josephson, CMO of Shipley's Donuts, a seasoned marketer who has worked with big names such as Chick-fil-A, Applebee's, Wendy's, and McAllister's. Donna lays bare the common pitfalls marketers often stumble into in the restaurant industry and emphasises the vital role of a partnership between marketers and operators in delivering a memorable guest experience. 

On this episode, you'll learn from Donna about:

• Addressing diverse needs of guests 
• Importance of emotional connection 
• Rapid innovation
• More!

Thanks, Donna!

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Ever wondered about the inner workings of the restaurant industry? Sam  Oches is an award-winning editorial director of Informa's Restaurant and Food Group. Sam Oches has had his eye on the industry for quite some time and has developed an eye for exploring the factors shaping this dynamic landscape. 

On this episode, you'll learn from Sam about: 

• Labor availability
• Rise of automation 
• Tip culture
• More!

Thanks, Sam!

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Get ready to uncover the mysteries behind the success of Groucho's Deli, an iconic restaurant that's stood the test of time for 80 years. Deric Rosenbaum, the president of this thriving chain, joins us on the show to share his insights on a two-fold approach to innovation and the significance of open platforms. 

On this episode, you'll learn from Deric about:

• Customer engagement 
• Using feedback to redirect
• Compatible traditional and progressive guest experience tactics
• More!

Thanks, Deric!

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Are you ready to revolutionize the way you perceive restaurant marketing? Join us as we turn the tables with the brilliant author and consultant, Chip Klose. We pick his brain about his game-changing book, 'Restaurant Marketing Mindset.' This is not just another marketing guide; it's a deep dive into the psychology of your potential customers.

On this episode, you'll learn from Chip about:

• Word-of-mouth
• The triangle principle
• Rethinking your marketing plan
• More!

Thanks, Chip!

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Ready for a story of resilience and innovation in the restaurant industry? Join us as we sit down with Andrew Simmons, the dynamic CEO of Mama Ramona's Pizzeria. Andrew shares his rollercoaster journey, from buying the business right before the pandemic, navigating through the crisis, to coming out stronger. He gives us insights into how he has revolutionized the restaurant's operations by integrating tech and reducing labor costs without compromising the human touch in the business.

Listen to this episode to learn about:

• The economics of pizza subscription services
• Using tech in non-tech-savvy neighborhoods
• The importance of listening to customers
• How to use transparency to your advantage
• More

Thanks, Andrew!

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What does it take to lead successful brands like Red Robin, Torchy's Tacos, California Pizza Kitchen, and Texas Roadhouse? G.J. Hart, current CEO of Red Robin, breaks it down for us, stressing the importance of remaining true to the essence of the brand while testing changes to keep it attractive to customers. G.J.'s insights are a treasure trove for anyone involved in the restaurant business so tune in and hear about his extensive experience and knowledge.

On this episode, you'll learn from G.J. about:

• The hospitality model
• Investing in the right people
• Critical balance between consistency, differentiation, and authenticity 
• More!

Thanks, G.J.!