How Leadership Leans on Data to Drive FP&A Strategy
Episode 8 | 01/22/25

Episode Overview
David Poole (CFO) and Celia Perez (VP of Finance) of Giordano’s share how they leverage restaurant industry benchmarks and their own data to drive company strategy.

Key Takeaways:

[Insight #1] – Leverage data to tackle industry challenges and stand out in a crowded market

[Insight #2] – Invest in technology

[Insight #3] – Leverage benchmarking data for better data-informed decisions tailored to each customer segment

[Insight #4] – Leverage third-party delivery to evolve and adapt to consumer behaviors

Mentioned in the Episode:

• Financial Intelligence

Driving Success through Guest Satisfaction and Operational Excellence

Episode 6 | 12/12/24

Episode Overview

How do you take a struggling brand and turn it into an industry leader? A Restaurant Turnaround Strategy- just ask Roger Gondek.

With over 40 years in the restaurant industry—Gondek joined Twin Peaks in 2016 with a clear mission.

This isn’t just a success story—it’s a blueprint for any restaurant looking to thrive.

We break down the specifics of their Restaurant Turnaround Strategy.

Key Takeaways:

[Insight #1] – Guest Feedback as the Heart of Success

Collecting and acting on guest feedback helps improve operations and guest experience. Make Feedback Easy with simple tools, like QR-code business cards, encourage guests to leave reviews.
[Insight #2] – The Power of Staffing: A Foundational Element

Well-staffed restaurants deliver faster service, raise employee morale, improve guest experience, and, therefore, boost sales.

[Insight #3] – Operational Excellence Meets Data-Driven Incentives

Bonuses tied to guest sentiment scores motivate managers to focus on exceptional service and accountability.

Mentioned in the Episode:

• Winning with Guest Feedback: Twin Peaks’ Restaurant Turnaround Strategy for Success
  
  
• Turn Feedback to $. Accurately Size Financial Impact of Guest Experience.
  
  
• Twin Peaks had consistent double-digit sales growth and a post-COVID comeback.

How Marketing Leaders at Keke’s Breakfast Cafe and Velvet Taco Drive Wide-Spread ASR Improvement

Episode 5 | 11/21/24

Episode Overview

For restaurant brands, understanding and acting on guest feedback is no longer optional.

It’s a critical factor in driving sales, improving operations, and brand health.

In a recent Lesson from the Field, industry leaders from Keke’s Breakfast Cafe and Velvet Taco shared how reviews shape the future of restaurants. Here are the key takeaways of how they use feedback to drive success.

Key Takeaways:

[Insight #1] – The Correlation Between ASR & Sales
Research shows that even a half-star improvement in ASR can lead to substantial sales growth.

[Insight #2] – Guest Reviews are a Key Local Marketing Channel
Guest reviews now serve as a primary tool for showcasing quality and connecting with the community.

[Insight #3] – Guest Feedback is a Predictor of Sales and Traffic
Guest feedback is a treasure trove of data and a predictor of how a restaurant unit is going to perform in the future.

Restaurants can use feedback to:

• Identify trends
• Make proactive adjustments
• Plan marketing strategies
  
  

[Insight #4] – Guest Feedback is a Source of Insight Against the Competition
Guest feedback helps brands gauge their performance against competitors. Identify areas where you outperform competitors and protect those strengths. Regional insights can also help brands adapt strategies to local markets.

Mentioned in the Episode:

• 3 Ways Restaurant Leaders Use Feedback to Drive Success
  
  
• The 4 Main Impacts of Average Star Ratings on Restaurant Brands and 7 Best Practices
  
  
• ASR Strategies Your Restaurant Brand Needs To Thrive: FAQ and Best Practices from BBI Experts

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Gen Now: Overcoming Challenges with Today’s Multi-Generational Workforce
Episode 2 | Originally posted 03/07/24

Episode Overview
With Baby boomers retiring, Gen Z, a force of 68 million, is entering the workforce, leading among hourly workers. This shift urges restaurants to rethink their approach to attracting and retaining employees. In 2024, restaurants focus on developing frontline managers to meet the demands of a rapidly changing workforce.

Key Takeaways:

[Insight #1] – Most restaurants remain understaffed.

[Insight #2] – Salary is the #1 factor drawing Gen Zs to a job.

[Insight #3] – The majority of hourly new hires are Gen Zs.

[Insight #4] – Workplace benefits and training play a pivotal role in employee retention.

As if the restaurant industry hasn’t faced enough staffing challenges, another dilemma has been added to their plate. With the largest generation in American history exiting the workforce, employers are racing against time to fill the gap with the next batch of workers: Gen Zs. But as more of this generation enters the talent pool, they bring a new set of challenges, values, and expectations. This means restaurants may have to adjust their approach to remain competitive in attracting this new segment of the workforce.

Mentioned in the Episode:

• Gen Zs Flooding into Workforce as Boomers Exit—How Can Restaurants Manage This Shift?
• National Restaurant Association’s (NRA) 2024 State of the Restaurant Industry Report
• Workforce Intelligence
• Opus Training Platform

Breaking Down the Casual Dining Chain’s 360-View of the Restaurant Experience
Episode 3 | 12/14/23

Episode Overview
Huddle House, a thriving casual dining chain in the US, has cultivated a culture of valuing feedback. They proactively gather customer insights at every touchpoint during the dining experience. Whether guests choose to order online, opt for curbside pickup, dine-in, or have their meals delivered, the Huddle House team diligently examines and leverages this feedback to constantly elevate their brand experience and ensure they consistently meet guest expectations.

Key Takeaways:

[Insight #1] – Discover how Huddle House strategically uses sentiment data to pinpoint outliers in the customer journey
[Insight #2] – Find out how cross-team collaboration plays a vital role in driving team efficiencies
[Insight #3] – Learn the Huddle House process of taking feedback from data-analysis to decision-making


Mentioned in the Episode:

• Restaurant Insights and Research
• Guest experience management exclusively for restaurants

Turning Customers into Raving Fans: Lessons from Cult Fast Casual & QSR Brands
Episode 1 | 11/14/24

Episode Overview
Discover the secrets behind creating a highly successful cult brand in the fast-paced world of Fast Casual and Quick Serve Restaurants. Our expert panelists will reveal proven strategies and insights for setting brand standards, balancing people and technology, and looking ahead at industry predictions that will shape the future of operations.

Key Takeaways:

[Insight #1] – How to drive consistency across the restaurant experience
[Insight #2] – Master the art of blending people and technology for sustainable growth
[Insight #3] – Gain insight into the latest restaurant operations trends and where to focus efforts in 2024

Mentioned in the Episode:

• Black Box Intelligence Platform
• Restaurant Insights and Research