Global Franchise 10.2

service and building customer relationships instead of just being a transaction. Don’t be misled, the small things add up, both positively and potentially negatively.” But tech can’t solve every challenge, especially in today’s competitive QSR landscape where customers vote with their feet and word travels fast online and through social media. “The foundations of hospitality and great-tasting food are at the top of the must-do list,” continues Gregg. “We’ve elevated our approach to hospitality by introducing new training programs and restaurant operations processes. Across the board, we’ve introduced new menu introductions and higher- quality menu items with better ingredients. Keeping menus fresh is integral to customer satisfaction, loyalty and foot traffic. And for our guests dining in, we’ve introduced new, improved restaurant designs to maximize efficiencies in our kitchens and ordering counters. Consumer habits are changing, and we simply don’t require as much space for eating in anymore, thanks to the rise in off-premise dining.” POTBELLY “Exceeding expections through every touchpoint” Potbelly SandwichWorks, better known as Potbelly to its fans, is one of many brands who have utilized technology to meet and serve customers “where they want to be met.” According to chief marketing officer David Daniels, this investment has enabled Potbelly to “exceed customer’s expectations through every touchpoint,” providing accessibility and convenience as well as high quality food. In providing simple and “Tech can’t solve every challenge, especially in today’s competitive QSR landscape where customers vote with their feet and word travels fast online and via social media” 42 GLOBAL FRANCHISE Issue 10.2