BREAKOUT SESSION / MONDAY / OCTOBER 14, 2019 / 4:00 PM

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?

PANELISTS

Sam Ferreira | President | It’s A Grind & Gloria Jean’s Coffees

Sam Ferreira is the president of Retail Food Group’s U.S. business, which includes Gloria Jean’s Coffees and It’s A Grind Coffee House. Most recently Sam was the Senior Director of Retail Operations/Sales & Service at Oportun, where he was responsible for the rapid expansion of the business. Prior to that, his experience includes overseeing large chains and franchises through senior roles at Peet’s Coffee and Tea, Blockbuster and Subway.

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.

James Park | CEO | Garbanzo Mediterranean Fresh

James Park is CEO of Garbanzo Mediterranean Fresh, the leader in fast casual authentic Mediterranean cuisine. James is a savvy marketing and operations executive who champions and activates all things brand. He excels at transformational leadership by humanizing the intangibles and developing programs that are purposeful and lasting. For the past 10 years, James has served in executive leadership roles for some of the most well-established and fastest-growing concepts in the fast casual, QSR and retail environments: Which Wich, 7-Eleven and Charley’s. In addition, James’ international experience includes substantive contributions in Dubai, Kuwait, Saudi Arabia, South Korea, China, Venezuela and Brazil.

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.

MODERATOR

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.

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