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Social Media: What is the value of a 5-star rating?

When it comes to social media, what sites should you monitor? What is the impact to your business when customers post negative comments? How can you recover them and keep them coming back? What do best in class restaurant organizations do to earn 5-star ratings?


Melissa Gallagher | VP Marketing | Freshii

Melissa Gallagher joined Freshii as the Vice President of Marketing in October 2016. Prior to joining Freshii, Melissa was a Partner and Vice President at Karo Group, where she oversaw the Subway restaurants marketing strategy and execution from May 2014 to October 2016. Previously, Melissa held a number of positions at Torsub & Centron Services (Subway Development), including Business Consultant and Local Store Marketing Director from January 2007 to September 2009, before leaving to lead the advertising for the Ontario Subway Franchise group at Cundari from Sept 2009 through January 2014. Melissa was awarded the Marketing Magazine’s Top 30 Under 30 award in 2014.

Natalie Anderson Liu | VP of Marketing | MOOYAH Burgers, Fries & Shakes

Natalie Anderson Liu is Vice President of Marketing at MOOYAH Burgers, Fries & Shakes. She leads all marketing and communication efforts for the MOOYAH brand, including strategic planning, branding, and consumer insights, while supporting franchisees in their local efforts as well. A proven thought-leader, Natalie is recognized for providing innovative and effective strategies to drive the business forward. She is respected by peers and reports alike for her collaborative style and ability to bring together diverse perspectives. Natalie worked for The Richards Group as Brand Planner and then spent five years with TracyLocke as Senior Strategic Planner working with such brands as Pizza Hut, Nokia, Zales and Fruit of the Loom.

Laura Sporrer | Director of Franchise Development | HuHot Mongolian Grill

Laura Sporrer currently serves as the Director of Franchise Development at HuHot Mongolian Grills. Laura’s career in franchise development started over 10 years ago at Quiznos corporate, where she paved the path for their first ever online disclosure of the FDD. Her work experience includes franchise marketing, campus and airport development, FDD management, local store marketing strategy and management, as well as market development and planning. In her current role she is responsible for all aspects of franchise recruitment from lead to sale (with a limited budget). Her efforts have resulted in achieving HuHot’s largest number of leads in 2016 and several new signings.


Brad Christian | Managing Director | Market Force Information

Brad Christian has served as Managing Director at Market Force Information for the last ten years. He is responsible for consulting and customer experience program design for numerous restaurant organizations in North America. With a focus on driving location performance improvement, he provides guidance on customer experience measurement tools and analysis to help client organizations drive increases in guest satisfaction, loyalty and financial performance. Brad is based out of Norcross, Georgia.

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