In this special episode of The QSR Experience Show at the National Restaurant Association Show, Bobby chats with Amy Chaffin, VP of Foodservice & On Premise Channel Strategy and Planning for The Coca Cola Company. Amy shares her expertise on the importance of creating personalized dining experiences to meet consumer demands, such as creating specialty drinks for events like concerts.
She also discusses how integrating technology can streamline restaurant operations and enhance customer engagement. Amy also emphasizes the crucial role of employee engagement and training in improving service quality and boosting retention. She shares her advice to restaurant operators looking to stay on trend and grow their business.
Topics discussed:
- The importance of offering unique and customized dining options to cater to the diverse preferences of modern consumers.
- How digital tools and platforms can help restaurants streamline operations, enhance customer interaction, and stay competitive.
- The critical role of training and engaging restaurant staff to improve service quality, retention, and overall customer satisfaction.
- Insights into evolving consumer behaviors and preferences that restaurant operators need to pay attention to for sustained growth.
- The importance of understanding and aligning menus with consumer demands and trends to stay relevant and appealing.
- Strategies for restaurant operators to differentiate their offerings and stand out in a crowded market.
- The significance of offering efficient and appealing delivery options to meet the growing demand for convenience among consumers.
- Utilizing data and insights to better understand consumer behavior, optimize menus, and implement effective marketing strategies.
- Addressing the challenges of recruiting and retaining quality staff, and the role of company culture and incentives in overcoming these challenges.
Guest Quotes:
“I think it’s really important to understand your consumer. One of the things that we just launched last week at Coca Cola is Coca Cola Lens. It’s a data and insights platform that gives you a bunch of information about how you’re thinking about your consumer, how you’re thinking about your menu, how you’re thinking about all the different trends in the industry.”
“So it’s really important to us to work with our restaurant operators, understand their menus and their offerings and what they’re trying to do. So all these limited time offers say that you have a big concert coming to your restaurant. So it’s really important to us to work with our restaurant operators, understand their menus and their offerings and what they’re trying to do. So all these limited time offers say that you have a big concert coming to your restaurant.”
“And I think differentiation is key these days, especially as you think about technology, how do you embed and integrate technology to make it better for your operators to be able to again interact with our guests and interact and bring new products to life, if you will.”
“Leaderlab is bringing that leadership thought process. We’ve seen that by engaging the crew, it helps them with retention, it helps increase your sales. They’re able to solve problems. They’re able to upsell, they’re able to just really enhance that message and make it better for both you as the operator and your guests. So that’s so important to us that this brand new platform we just launched.”
“So important to differentiate your restaurant through your delivery options as well and make sure that you’re having that consumer interaction that’s important. And Coca Cola is here to help you with all of those things.”
Get in touch with Amy Chaffin:
LinkedIn
Website
Get in touch with your host, Bobby Marhamat:
LinkedIn
Twitter
