Rock My Restaurant

In today’s Rock My Restaurant episode, we take a deep dive into Voice Tech and the future of how it will affect the foodservice and marketing space. Our Guest is Ben Bellettini of Sound Hound. Ben has over a decade of experience working in restaurant technology with expertise in strategic leadership roles at Yelp and Postmates. His expertise lies in helping restaurants leverage groundbreaking technology to evolve and improve customer interactions.

Voice Tech in Customer Service:

1. Improved Customer Support:
   • Voice assistants and chatbots equipped with natural language processing (NLP) can immediately assist customers, addressing queries and resolving issues efficiently.
   • Historical data analysis reveals that companies implementing voice-driven customer support have seen a significant reduction in response times and increased customer satisfaction.
2. Personalized Recommendations:
   • Voice recognition can identify customers based on their voice patterns, enabling businesses to offer personalized product or service recommendations.
   • This personalization has historically led to higher conversion rates and increased sales revenue.
3. 24/7 Availability:
   • Voice technology allows businesses to offer round-the-clock customer support, reducing the need for human agents during off-hours.
   • Historical data indicates that this increased availability has led to higher customer retention rates and enhanced brand loyalty.

Voice Tech in Marketing and Engagement:

1. Voice-Activated Marketing Campaigns:
   • Voice-assisted devices can engage customers through interactive marketing campaigns, quizzes, and games.
   • Analyzing past campaigns, we've seen higher engagement and brand recall among users interacting with voice-driven content.
2. Enhanced User Experience:
   • Voice commands simplify the user experience, making it easier for customers to access information, purchase, and interact with brands.
   • Historical data shows that businesses offering voice-optimized experiences have seen increased customer engagement and reduced bounce rates on their websites and apps.
3. Voice-Enabled Content:
   • Voice technology enables audio content creation, such as podcasts and voice search optimization for websites.
   • Analysis of voice-enabled content indicated a growing audience and extended reach, providing opportunities for businesses to connect with new customers.

Voice Tech in Training:

1. Interactive Learning:
   • Voice-driven training modules and virtual assistants can offer employees interactive and personalized learning experiences.
   • Historical analysis suggests this approach results in faster skill development and increased knowledge retention.
2. Real-time Feedback:
   • Voice technology can provide real-time feedback to learners, helping them improve their skills and performance.
   • Past data shows that employees who receive instant voice-guided feedback are more likely to excel in their roles.
3. Accessibility:
   • Voice-based training is inclusive and accessible to individuals with different learning abilities.
   • Examining previous instances, we've found that this inclusivity has led to a more diverse and skilled workforce.

Voice technology is poised to reshape customer service, marketing, engagement, and training profoundly. By leveraging the power of voice-driven solutions, businesses can enhance customer satisfaction, increase engagement, and empower their employees. Historical analysis demonstrates the promising potential of voice tech, making it a key focus for companies looking to stay ahead in the ever-evolving world of technology-forward media.

In today's podcast, we focus on three key areas of loyalty and frequency and some example from some brands you might recognize, like Nike, and Starbucks and the idea of how Mcdonald's could be approaching an entirely new way of connecting with consumers in the future.

In an increasingly digital world, brands are constantly seeking innovative ways to engage with their customers and foster loyalty. While self-directed technology has emerged as a promising tool for achieving these goals, its implementation has also raised concerns about data privacy and control. Web3-based loyalty systems, with their emphasis on decentralized data ownership and enhanced user control, offer a potential solution to these concerns while also opening up new avenues for brand engagement.

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Welcome Back - Rock My Restaurant is a resurgence of our longest-running podcast next to The Restaurant Report, all focused on Restaurant Branding, Marketing, and the technology shift driving it. Time to Break Your Brain!

Next-gen consumers use tech, social, and Web3 to discover and purchase new brands. Here are a few examples:

• Social commerce: Next-gen consumers increasingly discover and purchase products through social media platforms like TikTok and Instagram. These platforms offer a variety of features that make it easy for consumers to shop, such as in-app shopping carts and product tags. Additionally, social media platforms allow consumers to see recommendations from their friends and followers, which can help them to discover new brands.
• Live shopping: Live shopping events, where brands partner with influencers to sell products in real-time, are becoming popular among next-gen consumers. Live shopping events offer several advantages, such as the ability to ask questions and interact with the influencer in real-time. Additionally, live shopping events often offer exclusive discounts and promotions, which can make them even more appealing to next-gen consumers.
• Web3: Web3 technologies like NFTs and the metaverse create new opportunities for brands to connect with next-gen consumers. For example, brands can create and sell NFTs that give consumers access to exclusive products or experiences. Additionally, brands can partner with metaverse platforms to create virtual stores and customer experiences.
  
  

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The latest episode of “Hospitality Hangout” hosted by Michael Schatzberg, known as “The Restaurant Guy”, and Jimmy Frischling or “The Finance Guy”, the podcast with Scott Boatwright, the Chief Operating Officer of Chipotle Mexican Grill. It was a delightful spread of insightful career stories, automation in restaurant operations, and a sprinkle of light-hearted banter to top it off.

A Dishwasher’s Journey to COO

At 50, Scott Boatwright holds an impressive resume that starts from his initial role as a dishwasher, gradually climbing up the culinary and corporate ladder, showcasing an inspiring journey of diligence and passion for the food industry. With an MBA from Georgia State University and 18 years at Arby’s Restaurant Group under his belt, Scott joined Chipotle in May 2017, bringing a wealth of experience and commitment to restaurant operations and people-centric approaches.

Commitment to Food Integrity

Having been with Chipotle Mexican Grill for a significant time, Boatwright’s steadfast commitment to food integrity and innovative culinary techniques shines through. The COO diligently oversees the operations of over 3,250 restaurants worldwide, ensuring that each serves responsibly sourced, classically cooked meals without compromising on quality or taste. For Boatwright and the Chipotle team, it’s not just about serving food; it’s about cultivating a better world.

Automation with a Human Touch

The lively discussion on the podcast delved deep into the realm of automation in the restaurant industry. Boatwright was quick to highlight that robotics and automation at Chipotle aren't about replacing the invaluable human touch but optimizing operations to enhance customer experiences. One such example is the introduction of “Autocado”, a collaborative endeavor with Miso Robotics. This innovative system is designed to efficiently prepare guacamole, cutting preparation time by an impressive 50%. With time being a precious commodity in the fast-paced restaurant environment, such savings are crucial and substantial, especially when scaled across all Chipotle locations.

Pioneering Fast-Casual Dining

The hosts acknowledged Chipotle and its founder, Steve Ells, for their pioneering role in the fast-casual dining segment. With initial investments and support in real estate from McDonald's, Chipotle has never wavered from its commitment to quality and innovation, setting a benchmark in the industry for others to follow.

Looking Ahead

As the conversation flowed, Boatwright offered a glimpse into the future, anticipating hot topics in hospitality and technology likely to surface in the coming years. With a declining labor force due to demographic shifts and immigration challenges, the importance of robotics and automation in the restaurant industry is more significant than ever. Boatwright also expressed his advocacy for immigration reform to address labor shortages not only in the restaurant sector but across various industries.

Engaging & Enlightening Discussion

The podcast was not all serious and business-centric, as it lightened with a game of guessing popular ice cream shops and rapid-fire questions exploring Boatwright’s favorite foods, travel destinations, and sports teams. With a love for Mexican cuisine and a soft spot for New York and Florence, Italy, the conversation concluded on a delightful and relatable note for listeners.

Wrap-Up

For enthusiasts and professionals in the foodservice, restaurant, and hospitality industry, “Hospitality Hangout” with Scott Boatwright is a must-listen. Engage with the podcast for a hearty serving of insights,...

In the latest episode of Hospitality Hangout, hosts Michael Schatzberg "The Restaurant Guy" and Jimmy Frischling "The Finance Guy" were on the road at FSTEC in Dallas, Texas. They ventured into the intricacies of the hospitality industry, with guests John Pepper of 211VC, Emily Williams Knight, CEO of the Texas Restaurant Association, Angela Leet, CEO of QSR Automations, and Golden Corral’s CIO, Dawn Gillis.

John Pepper: From Restaurant Startups to Tech Stardom
Opening the session was John Pepper, the dynamic force behind 211VC. As the co-founder of Boloco and the executive chairman of Hone, Pepper's entrepreneurial journey from launching a restaurant to investing in revolutionary restaurant tech is a masterclass in pivoting and seizing opportunities. The deep dive into the nuances of investing in startups and the seismic shifts expected in back-of-house operations.

Emily Williams Knight: The Queen of Texas Restaurants
Described by the hosts as "Texas Restaurant Royalty", Emily Williams Knight, CEO of the Texas Restaurant Association, illuminated her illustrious path. From being inspired by TV shows to leading global brands, Emily's stint has seen it all. Her insights into TRA's role during the pandemic, the embrace of technology in hospitality, and the challenges therein made for an insightful session.

Angela Leet: Automating the Future of Quick-Service
Angela Leet, the brilliant CEO of QSR Automations, shared her riveting trajectory from a dream in architecture to becoming an influential player in restaurant tech. Her discussion on strategic partnerships in the tech landscape and the need for constant innovation in kitchen technology gave listeners a glimpse into the future of QSR.

Dawn Gillis: Golden Corral's Tech Maverick
Concluding the series was Dawn Gillis, the strategic mind behind Golden Corral's tech initiatives. From her tech endeavors at 7-Eleven to her pivotal role in Golden Corral's digital transformation, Gillis's story is one of resilience and innovation. She unveiled Golden Corral's ambitious project, "Homeward Kitchen," set to redefine southern quick-serve dining.

This Dallas edition of "Hospitality Hangout" wasn't just an episode—it was a culinary tech carnival. From playful banter and games, like the memorable "The Spice is Right," to in-depth discussions about the industry's challenges and future, it was a smorgasbord of insights, laughter, and expert knowledge. Restaurant professionals and tech enthusiasts alike, if you're looking to decode the future of restaurant tech and have fun doing it, this episode is your golden ticket.

Tune in to Hospitality Hangout and stay updated with the latest trends, challenges, and innovations in the restaurant industry.

On the latest episode of Hospitality Hangout, co-hosts Michael Schatzberg “The Restaurant Guy” and Jimmy Frischling “The Finance Guy” sat down with a breakfast industry giant: David Birzon, CEO at Snooze, an A.M. Eatery. This conversation offers unique industry insights that you will not want to miss.

From Paradise Bakery to Snooze, A Journey of Expansion

Birzon, who began his journey in the hospitality realm with Paradise Bakery in Aspen back in 1988, recounted his experience of growing the chain to an impressive 80 restaurants. The successful endeavor ultimately attracted Panera Bread, leading to an acquisition in 2007. But Birzon's entrepreneurial spirit didn't stop there. In 2012, partnering with a private equity group, he took on a new challenge, acquiring Snooze when it had a mere six units. Today, the chain boasts 65 eateries with eyes set on more.

Unlocking the Power of Loyalty Programs

Jimmy sparked a discussion around the power of loyalty programs, referencing Snooze's recent revamp, MySnooze Bennyfits. Birzon emphasized the depth of relationship that can be forged when patrons opt into these programs. It isn’t just about rewards, but the invaluable data that enables restaurants to truly cater to individual needs. As Schatzy noted, the cost of customer acquisition far outweighs retention, making these programs essential for sustainable growth.

Snooze's Blueprint for Expansion

With an expansive trajectory in mind, Snooze aims to leave its culinary footprint in diverse locations including Orlando, Tampa, Minneapolis, Philadelphia, Cincinnati, and Columbus. They’re strategically spreading their reach, from mature markets to entirely new territories, keeping their growth ambitions stateside for now.

The Fusion of Dining & Digital

The trio also delved into the accelerating marriage of hospitality and technology. While the restaurant sector was historically slow in embracing digital solutions, the COVID-19 pandemic served as a profound catalyst. Today’s challenge, Birzon notes, isn’t about finding tech solutions – it's the integration and the tug-of-war over data ownership with third-party platforms.

Schatzy and Jimmy also touched upon the idea of "dynamic pricing". A concept mirroring the pricing models of airlines and hotels could indeed reshape dining economics. However, Birzon believes a full embrace would demand a completely digital platform.

Interestingly, while digital menus soared during the pandemic, there's been a trend reversal with many reverting to the tangible charm of paper menus, epitomizing the timeless essence of hospitality.

The convergence of hospitality and technology demands a fine balance. While tech undeniably augments the dining experience, it's paramount that it serves to enhance, not eclipse, the very heart of hospitality.

Tune into the Hospitality Hangout episode to hear these insights and more. Birzon’s experiences, coupled with Schatzy and Jimmy’s perspectives, promise a wealth of knowledge for anyone looking to navigate the evolving landscape of the hospitality industry.

In the latest episode of Hospitality Hangout, hosts Michael Schatzberg, affectionately known as "The Restaurant Guy," and Jimmy Frischling, "The Finance Guy," sit down with the legendary Don Fox, Chairman of Firehouse Subs.

The Meteoric Rise of Don Fox

Starting his culinary journey scrubbing dishes at an Italian restaurant in New Jersey, Fox has seen it all. From his aspirations of being a trumpet player to a substantial 23-year tenure with Burger King, Fox's tale is nothing short of inspiring. The episode sheds light on his monumental contribution to Firehouse Subs, transforming it from a 65-unit brand in 2003 to a colossal chain of over 1200 restaurants under his leadership.

Lessons from Five Decades in the Restaurant Industry

Reflecting on his extensive journey, Fox underlines three key lessons for budding restaurateurs:

1. The importance of fostering teamwork and building robust relationships.
2. Embracing hard work, coupled with unwavering dedication and effort.
3. Prioritizing company culture, with leaders leading by example.

These insights, echoed by Michael and Jimmy, serve as valuable takeaways for anyone in the hospitality industry.

Shaq and the Digital Footprint

A hilarious highlight from the episode revolves around NBA superstar, Shaquille O'Neal. From Shaq inadvertently compelling Firehouse Subs to join Twitter to a memorable interaction at a franchise conference, these stories underscore the potent impact of celebrities on businesses.

However, diving deeper into technology's role, Fox emphasizes the need to merge technology with traditional hospitality elements. With a cautionary note, he warns of the risk of restaurants losing their unique identities if they entirely sideline the human touch that defines true hospitality.

Generation Z and the Future of Dining

The episode delves into the evolving restaurant landscape, particularly the integration of technology. As Gen Z becomes the primary customer demographic, Fox ponders over their heavy reliance on technology and wonders if a saturation point might lead them to seek more traditional dining experiences.

With a nod to the next generation, Fox also dispels some common misconceptions about their work ethic, holding a positive view of their contribution to the restaurant space.

Lighthearted Moments and Quickfire Questions

Between serious discussions, the episode is peppered with playful banter. From joking about popular burrito spots in "Food Service Feud" Don's quickfire revelations (he’s a fan of tomatoes on sandwiches and hails Chicago as his favorite food city!), the conversation keeps listeners engaged and entertained.

Hospitality Hangout's latest episode is a blend of profound insights, playful jests, and industry reflections. Don Fox’s extensive journey, coupled with the shared experiences of Schatzy and Jimmy, provides a holistic perspective on the challenges, growth, and future of the restaurant industry. Don't miss this insightful dive into the intricacies of the hospitality world!

In the latest episode of "Hospitality Hangout", industry insiders are treated to an enlightening conversation as hosts Michael Schatzberg, fondly known as "The Restaurant Guy", and Jimmy Frischling, dubbed "The Finance Guy", sit down with G.J. Hart. Currently at the helm of Red Robin as President, CEO, and Director, Hart's journey from the Netherlands to leading a renowned American food brand is nothing short of inspiring.

G.J. Hart: From Immigrant Dreams to Restaurant Reality

Arriving in the U.S. in 1963 with dreams of freedom, Hart's initial foray into the hospitality industry was with Howard Johnson's, toggling roles from a dishwasher to a short-order cook. His professional odyssey then took a detour into the poultry business, helping fund his college education. A move to New Orleans saw Hart working under Al Copeland of Popeye's fame, subsequently partnering with Texas Roadhouse's founder, which they took public.

Though Hart dabbled in the idea of retirement, his passion was unwavering. Drawn back to the restaurant cosmos, he took the reins at Red Robin, a brand he had admired for decades.


Revitalizing a Legacy: The North Star Comeback Plan

For over half a century, Red Robin has remained etched in the minds of patrons for its family-centric aura, captivating ambiance, and mouth-watering meals at fair prices. Under Hart's stewardship, the "North Star Comeback Plan" was birthed, aiming to rejuvenate the brand by emphasizing its time-honored attributes. In a span of just 12 months, Red Robin, with Hart's vision and a spirited team, witnessed commendable growth and resurgence.


Leadership: A Game of Authenticity

Hart, with his rich tapestry of experiences, extols the virtue of authenticity in leadership. He advocates for genuine concern for staff and believes that constructing a robust team in a conducive environment is pivotal. This episode offers listeners an intimate look into Hart's life, his strategic leadership methods, the essence of brand identity, and most importantly, his dream for Red Robin's future.


The Core: People and Food

Despite the tsunami of tech advancements swamping the restaurant industry, Hart, along with Schatzberg and Frischling, concurs that the core of the business is, and should always be, about people and the food. While technology acts as a facilitator, enhancing the guest experience, the culinary journey must remain at the forefront.


A Personal Touch to the Conversation

Rounding off the episode, in a jovial segment, Hart turns the tables by posing a personal question to the hosts, revealing their camaraderie and offering listeners a glimpse into their dynamic rapport.

In essence, this episode of "Hospitality Hangout" is a testament to the fact that while the restaurant landscape is continuously evolving with tech innovations, the heart and soul remain in the people and the dishes they serve.

Tune in to "Hospitality Hangout" for this and more episodes, as it continues to engage, enlighten, and entertain those in the hospitality and foodservice sector.

The Culinary Edge is a food and beverage innovation firm that was started by Noveshen over twenty years ago and Starbird is a fast-casual chicken chain that their team created after identifying chicken was about to grow significantly.

The guys talk to Noveshen about the success of marketing Starbird’s limited time offers, better known as LTOs including the Cali Bacon Dutch Crunch. The Dutch crunch bread is baked in house and the chicken sandwich has made it to the menu. Novenshen says that their secret sauce is their Star Sauce.

Starbird earlier this month made QSRs best brands to work for list. The company is known for developing talent and its people first culture as well as provides incentives and educational programs for their employees as well. “Good food can come and go, restaurant concepts can come and go but the people are what it’s all about,” says Noveshen. He adds, “our tagline is positively delicious chicken, it’s our goal everyday to create positivity, not only in the lives of the people walking in the door everyday but also the people who are working there everyday. We want to make a difference in their lives.”

Noveshen asks the guys how they prioritize everything they need to do everyday during the talking back segment. Frischling says how he loves to create lists and loves what they do. Schatzberg and Frischling both feel strongly about their hospitality community and said that their village helps them do what they need to do everyday.

Get ready to indulge in the latest episode of Hospitality Hangout, where your hosts, Michael Schatzberg "The Restaurant Guy" (Schatzy) and Jimmy Frischling "The Finance Guy," turn up the heat with an extraordinary guest. Samir Zabaneh, CEO and Chairman of TouchBistro, joins the culinary conversation.