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

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Jesse B Good is the Chief Multiplier of Aprendey, a company grounded on people skills and the guest experience. Jesse has over 20 years of experience leading front-line customer service teams and developing successful CX programs. In addition, Jesse has facilitated more than 1,000,000 customer service experiences (and counting). Tune in as Jesse B Good brings his guest experience expertise to the Give An Ovation podcast!

On this episode, Jesse and host, Zack discuss:

• Perfecting the guest experience
• Customer retention 
• Measuring the guest experience
• Consistent improvement
• More!

Thanks, Jesse!

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Alex Blum is the Founder and CEO of Relay Delivery. Relay Delivery enables brands to expand their reach while increasing their margins. Alex Blum  noticed a major gap in operations for restaurants who relied on their own in-house couriers to make deliveries. Relay offers restaurant owners an easy way to optimize their delivery operations all while regaining control over their businesses output and financial health.

On this episode, Alex and host, Zack Oates discuss:

• Understanding the current landscape of delivery
• Handling multiple third party services (Uber, Doordash, etc.)
• The foreseeable future of delivery and third party companies
• More!

Thanks, Alex!

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Rob Grimes is the Founder and CEO of the International Food and Beverage Technology Association (IFBTA), a nonprofit trade association, that promotes the use of technology within the global food and beverage industries. Rob is paving the path for restaurant tech and is passionate about how emerging technologies can enhance company profitability and enrich the guest experience.

In this episode, Rob and host, Zack discuss: 

• Tech stacks
• Prioritizing tech
• The world of virtual reality
• Moving systems and processes online

Thanks, Rob!

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Leigh Gower is the Chief Technology Officer at Dutch Bros Coffee. Not only recognized for their variety of drinks, Dutch Bros is known for their exceptional hospitality and ability to connect with drive thru guests. As CTO, Leigh Gowers talks about her experience continuing to connect franchises and individuals all while adding tech to the mix!

In this episode, Leigh and host, Zack discuss:

• Cultivating connection
• Creating satisfaction for both employee and guest
• Technological advances and app development
• More

Thanks, Leigh!

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Dustin Mares is the Co-Founder of Meal Outpost, a pioneer in developing the virtual table touch. Meal Outpost enables restaurants and staff to create an additional revenue stream by licensing existing brands from an established brick-and-mortars. Tune in to hear Dustin Mares insights to the ever-changing virtual landscape of restaurants!

On this episode, Dustin and host Zack discuss:

• The future of virtual
• Bridging the Gap between digital and in person service
• The color of hospitality
• More

Thank, Dustin!

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Leslie Silverglide is the CEO and Co-Founder of Mixt Greens. Mixt Greens makes healthy fast food accessible and sets the bar on sustainable restaurant operations. With education from John Hopkins, Oxford, AND Stanford Leslie is not just a thinker, she is a doer. Leslie prioritizes improving operations through environmental impact, healthy food options, and new and improved tech. Tune in to heat how she has accomplished all of this and more!

On this episode, Leslie and Zack discuss:

• Efficiency in operations
• Training your work force
• Leading with your product
• Utilizing tech

Thanks, Leslie!

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Harold Walters is the CEO and Co-founder of Shootz, a growing Hawaiian fast-casual brand in southern California. Prior to co-founding Shootz, Harold founded and operated multiple 6 and 7 figure ecommerce brands, a direct response marketing agency, and short term rental business. His previous experience as a software developer combined with his business experience makes him a diverse individual with the capacity to scale his efforts into the quickly-growing, technology backed fast-casual restaurant industry.

On this episode, Harold and Zack discuss:

• Retaining employees by helping them reach their dreams
• What restaurants get wrong with marketing
• Delivering expectations as part of the guest experience
• How tools like Ovation measure the guest experience 
• Instagram Reels and restaurant advertising
• More

Thanks, Harold!

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Abe Ruiz is a restaurant veteran with over 30 years in the industry! He's got a lot going on these days, as the owner of the Spanish Madrid Taverna, the VP of Strategic Growth and Innovation for Green Turtle, and several other ventures. 

On this episode, Abe and Zack discuss: 

• How to to hire and retain employees
• How the need for a distinct dining experience has grown
• Using brand touch points off-premise
• The importance of asking customers about their experience
• More

Thanks, Abe!

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Joanne Heyob is the Senior Vice President of Operations at WD Partners. WD Partners is global & integrated services that include strategy & insights, brand & design, operations planning & design, architecture & engineering and construction services, and much more. Joanne's mission is to shape the future of customer experience through problem solving. 

On this episode, Joanne and host, Zack discuss:

-Internal layout of restaurants
-Digital touchpoints (mobile ordering, digital kiosks)
-Back of house mulitasking
-More!

Thanks, Joanne!

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Casey Hilder is the Director of Marketing at Starbird Chicken, one of strongest and fastest-growing restaurant brands in the country. We were excited to have him on this edition of Give an Ovation!

On this episode, Casey and Zack discuss: 

• The importance of adapting
• Gaining inspiration from others
• TikTok for restaurants
• Loyalty: amount vs frequency?
• More

Thanks, Casey!