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To Respond or Not to Respond?

The number of reviews per location is increasing faster in food service than any other industry. For the first time, it will surpass Hospitality, so how do restaurant brands respond and control those customer reviews? This session will answer a variety of questions including:

  • Should I let my GMs and franchisees respond?
  • How do I keep control of the branding and voice?
  • What kinds of technologies are out there to help me?
  • Are they worth the cost?
  • How can I measure ROI?


Tom Carr | VP of Marketing | Chicken Salad Chick

Speaker bio coming soon!

Sam Ferreira | President | Gloria Jean’s Gourmet Coffees and It’s A Grind Coffee House

Sam Ferreira is a senior level executive who works with franchise owners to grow their business by focusing on new and existing revenue streams that are on brand, support overall business objectives and deliver memorable guest experiences that encourage and inspire repeat visits. As a proven leader, Sam believes product and service are the two key factors that drive any retail business. Product innovation and world-class service grounded on improving brand vibrancy and profitability are the hallmarks of his approach to business growth. As the President of RFG-USA, Sam has a passion for Process, People and Innovation paired with his 25 years of experience driving results across multiple retail disciplines.

Kyle Noonan | Owner & Founder | Mutts Canine Cantina

Kyle Noonan is an American entrepreneur, speaker, television personality, sommelier, and creative tastemaker. First known as an entrepreneur who grew his hospitality and entertainment company to a $50mm company in five short years and is on pace to eclipse $100mm in revenue by his seventh year. Not only has Kyle quickly emerged as an innovative entrepreneur and respected speaker, but he has been recognized as an engaging media personality appearing in national outlets such as CBS, NBC, ABC, Fox, Bravo, ESPN, FoodNetwork, Travel Channel, Food & Wine Magazine, New York Times, WallStreet Journal, and many more. Kyle has been described “as innovative as he is engaging” by the New York Times.

Steve Schulze | Co-Founder & CEO | Nékter Juice Bar

Steve Schulze is co-founder and CEO of Nékter Juice Bar. Leveraging personal savings and an SBA loan, Steve and his wife Alexis have built the company in seven years into a predominant restaurant and lifestyle brand, offering fresh, clean, nutritious juices, smoothies and acai bowls made without processed ingredients, artificial flavors, added sugars, or unnecessary fillers. With more than 80 locations in six states, over 900 employees and nearly $50 million in annual revenue, Nékter is expanding nationally through corporate and franchise growth with plans to grow to 425 restaurants by 2020. Prior to launching Nékter, Steve worked for consumer-based companies in various sales, marketing and management capacities.


Zach Goldstein | Founder & CEO | Thanx

Zach Goldstein is a die-hard Sacramento Kings fan; it was through many losing seasons where he first learned the value of loyalty. He founded Thanx in 2011 with the goal of helping merchants identify, reward and retain their best customers / die-hard fans. Previously, Zach worked with retail and tech giants at Bain and Company, where he focused on customer satisfaction and retention. He received his MBA from Stanford and shivered his way to a BA at Dartmouth.

session sponsor