Webinar

Emerging Trends in the Foodservice Industry

Hosted by:
Moderator

Ms Valerie Killifer
Editorial Vice President -
Food Service Media
Networld Alliance
Presenter

Mr. Mark Williamson

Executive Director of
Consumer Insights
Applebee’s
Presenter

Mr. Jeremy Morgan

Vice President, Strategy
Smashburger
Presenter

Dr. Gary Edwards

Chief Customer Officer
Empathica
 Questions

Fastcasual.com to provide the information on how attendees interact

with their consoles – ie. ask questions, raise hands etc…
 Agenda

Emerging Trends in the Foodservice Industry

• Customer Experience Management
• Social Media
• Mobility
• Employee Engagement
• Dynamic segmentation
Trend #1 – Increasing Focus on Customer Experience Management

As important as it is to have
an executive commitment to
a CEM program, to truly
engage guests in today’s
competitive environment,
brand executives must give
their front line operators
the tools they need to
positively impact the
customer experience.
Trend #1 – Increasing Focus on Customer Experience Management

Q How much emphasis is put on the customer

experience in your operation?
Trend #1 – Increasing Focus on Customer Experience Management

Q How much emphasis is put on the customer experience in your

operation?

Q What CEM tools do you think would most

benefit operators and guests?
Trend #2 – Becoming Active in Social Media

Empower your brand’s

employee and consumer
advocates by giving them a
tool to easily share great
experiences with their
friends, family and co-
workers. The use of social
media will be even more
relevant as the younger
generation comes of age.
Trend #2 – Becoming Active in Social Media

Q Do you support your employee and guest use of

social media to further your brand’s message?
Trend #2 – Becoming Active in Social Media

Q Do you support your employee and guest’s use of social media to

further your brand’s message?

Q In what way can operators encourage the use

of social media tools among staff and guests
to deliver your brand message and unique
customer experience?
Trend #3 – Connecting with Mobile

With the continued use

and adoption of mobile
technology in the
foodservice space,
brands can leverage this
trend to improve staff
engagement and deliver
a better guest
experience.
Trend #3 – Connecting with Mobile

Q What mobile solutions can operators offer

to improve the restaurant experience of
both staff and guests?
Trend #3 – Connecting with Mobile

Q What mobile solutions can operators offer to improve the

restaurant experience of both staff and guests?

Q Where do you see mobile technology headed

in the future and how do you think this will
impact foodservice operations?
Trend #4 – Drive Employee Engagement

Engaged
employees help
drive business
success and foster
your brand culture.
Trend #4 – Drive Employee Engagement

Q How important is employee engagement

to your company culture?
Trend #4 – Drive Employee Engagement

Q How important is employee engagement to your company culture?

Q What can restaurant operators do to engage

this new generation of employees? Are there
differences in how you interact with staff
compared to 5 or 10 years ago?
Trend #5 – Discover Insights through Dynamic Segmentation

A brand’s ability to extract

data from custom reports
to analyze trends, explore
hypotheses, and discover
insights and brand impact
– all in real-time – has
become increasingly
important.
Trend #5 – Discover Insights through Dynamic Segmentation

Q What types of tools have you found to be

most beneficial for your operation in terms
of understanding behaviors of different
segments of your customer base?
Trend #5 – Discover Insights through Dynamic Segmentation

Q What types of tools have you found to be most beneficial for your
operation in terms of understanding behaviors of different
segments of your customer base?

Q How have you been able to turn the

feedback your brand has received from
guests into actionable items?
Questions

Mr. Jeremy Morgan Ms Valerie Killifer Dr. Gary Edwards

Vice President, Strategy Editorial Vice President - Chief Customer Officer
Food Service Media
Questions

Mr. Mark Williamson Mr. Jeremy Morgan Ms Valerie Killifer Dr. Gary Edwards
Executive Director of Vice President, Strategy Editorial Vice President - Chief Customer Officer
Consumer Insights Food Service Media
 Thank you!
www.empathica.com
marketing@empathica.com
1 888 633 1633