GF Issue 54

SERVINGTHE FUTURE When it comes to providing a next-level dining experience, franchising is leading the fast casual restaurant sector with its rapid adoption of new tech, elevated hospitality and commitment tomenu quality In an era when eating out is as much about the experience as it is about the food and brands are forced to differentiate, a revolution in next-level customer service is underway, led by the QSR franchise sector. From immersive dining to leveraging cutting-edge technology solutions, franchise restaurants are focused on creating personalized and efficient customer service to meet the growing sophistication of guests demanding more than a good meal in exchange for a five-star online review. Social media has given customers a new platform to share their experiences and expectations, which for many brands has opened new and exciting opportunities for consumer- I generated marketing, but for others can expose weaknesses and flaws all too rapidly. Many franchise brands are responding to the restaurant revolution with creativity, agility and foresight, ensuring they stand out in a tough economic climate. We caught up with three U.S. brands which have put considerable care and investment into evolving their offering and services to not only meet but exceed their guests’ expectations, leveraging tech, training and hospitality to foster loyalty and set themselves apart in this fiercely competitive industry. CRAVEWORTHY BRANDS “Accessibility is key to customer experience” Craveworthy Brands, the parent company of Wing It On!, The Budlong, Krafted Burger + Tap, Genghis Grill, BD’s Mongolian Grill and Flat Top Grill and Lucky Cat Poke Company, is dedicated to invigorating and supercharging legacy brands while nurturing and growing emerging brands. The company brings an accomplished leadership team to the table and leverages a shared services model that works to benefit its entire portfolio. The first step towards creating a next-level customer experience is to be accessible, and with a significant number of orders taken through apps, third-party and to-go, all ordering systems are designed to be easy, convenient and seamlessly integrated into restaurants. “A couple of the key initiatives we’ve rolled out across the brands and all the restaurants, corporate-owned and franchised, 40 GLOBAL FRANCHISE | ISSUE 8.2 INS IGHT