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Big Chicken’s Jason Mceachern on Leveraging Technology and Customer Feedback Together for Business Growth

Details

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 franchisee experiences, ensuring seamless operations and satisfaction.

Jason also emphasizes the importance of actively listening to customer feedback and incorporating it into the technology roadmap for continuous improvement.

Topics discussed:

  • How core values and missions drive a company’s success and customer loyalty.
  • The integration of technology to enhance guest experiences and streamline operations within the hospitality industry.
  • Leveraging technology to support franchisees, ensuring they have the tools needed for efficient and profitable operations.
  • The importance of actively listening to and integrating customer feedback into the business strategy and technology roadmap.
  • Strategies for sustainable and scalable growth, balancing rapid expansion with maintaining high standards.
  • Working closely with vendors to ensure they can adapt and pivot to meet the evolving needs of the business.
  • Focusing on the financial health and efficiency of individual locations to drive overall business success.
  • Defining metrics and goals to measure the success of initiatives and ensure alignment with the company’s vision.

Guest Quotes:

“I really think it’s authenticity, and a lot of brands will say that, but really delivering a culinary experience that our guest experience, and that’s not easy to do. So the culture and the teammates, we’re pretty selective about the team that we get because we’re a small and scrappy brand and we’re going to stay that way.”

“You know, with third-party delivery, digital ordering, anything that we can do through technology to help minimize cost and maximize revenue for our franchisees is huge. And there’s, you know, there’s some new players in the space here in the last twelve to 18 months that are really helping with reconciliation.”

“So mine, too, if you find a concept, and that’s one thing we’re trying to focus on with big chicken. I mean, if we can kind of cater to the younger generations and the older generations, that’s a win for us.”

“We have about five different technologies we’re testing, and these are in franchise locations. That we’re supporting 100%, but we haven’t even launched at our corporate locations. So anybody in the franchise world, I would say embrace the experience. Don’t run away from it.”

“You never want to outgrow yourself. Yeah, I’ve been with some concepts that have done that, so. And it’s not just about resources. Just, just make sure you have a consistent path and lean into your vendors. Obviously, when you’re, especially when you’re an emerging brand, you have to, I hate to use the term control, but you do have to maintain some standards.”

Get in touch with Jason Mceachern: 

LinkedIn

Website

Get in touch with your host, Bobby Marhamat: 

LinkedIn

Twitter

Details

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 franchisee experiences, ensuring seamless operations and satisfaction.

Jason also emphasizes the importance of actively listening to customer feedback and incorporating it into the technology roadmap for continuous improvement.

Topics discussed:

  • How core values and missions drive a company’s success and customer loyalty.
  • The integration of technology to enhance guest experiences and streamline operations within the hospitality industry.
  • Leveraging technology to support franchisees, ensuring they have the tools needed for efficient and profitable operations.
  • The importance of actively listening to and integrating customer feedback into the business strategy and technology roadmap.
  • Strategies for sustainable and scalable growth, balancing rapid expansion with maintaining high standards.
  • Working closely with vendors to ensure they can adapt and pivot to meet the evolving needs of the business.
  • Focusing on the financial health and efficiency of individual locations to drive overall business success.
  • Defining metrics and goals to measure the success of initiatives and ensure alignment with the company’s vision.

Guest Quotes:

“I really think it’s authenticity, and a lot of brands will say that, but really delivering a culinary experience that our guest experience, and that’s not easy to do. So the culture and the teammates, we’re pretty selective about the team that we get because we’re a small and scrappy brand and we’re going to stay that way.”

“You know, with third-party delivery, digital ordering, anything that we can do through technology to help minimize cost and maximize revenue for our franchisees is huge. And there’s, you know, there’s some new players in the space here in the last twelve to 18 months that are really helping with reconciliation.”

“So mine, too, if you find a concept, and that’s one thing we’re trying to focus on with big chicken. I mean, if we can kind of cater to the younger generations and the older generations, that’s a win for us.”

“We have about five different technologies we’re testing, and these are in franchise locations. That we’re supporting 100%, but we haven’t even launched at our corporate locations. So anybody in the franchise world, I would say embrace the experience. Don’t run away from it.”

“You never want to outgrow yourself. Yeah, I’ve been with some concepts that have done that, so. And it’s not just about resources. Just, just make sure you have a consistent path and lean into your vendors. Obviously, when you’re, especially when you’re an emerging brand, you have to, I hate to use the term control, but you do have to maintain some standards.”

Get in touch with Jason Mceachern: 

LinkedIn

Website

Get in touch with your host, Bobby Marhamat: 

LinkedIn

Twitter

Learn tactical insights directly from QSR operators and executives.

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QSR Experience

The QSR Experience Show is designed for operators and executives looking to drive more revenue by providing a better guest experience. In each episode, host Bobby Marhamat interviews a QSR leader to unpack tactical insights, tips, and best practices that will help our audience take their restaurant to the next level.

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