cover of episode #26 Secrets to Great Service at Quick-Service Restaurants

#26 Secrets to Great Service at Quick-Service Restaurants

2024/4/17
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Ryan Ostrom: Jack in the Box注重速度、质量和一致性，这三者缺一不可。为了保持产品质量和速度的一致性，Jack in the Box在供应链、运营和营销三个方面都做了大量工作，包括选择合适的供应商、使用合适的设备和标准化的员工培训。Jack in the Box的菜单独树一帜，通过融合顾客声音，提供个性化选择，例如蛋卷、油条和墨西哥卷饼。Jack in the Box通过一个六阶段流程来推动创新，包括创意生成、消费者测试和商业化，以提升客户体验和推动业务增长。Jack in the Box的六阶段创新流程主要用于开发新的菜单项，以确保创新符合消费者口味并具有可行性。Jack in the Box通过社交媒体、顾客反馈和消费者测试等方式，将消费者纳入创新流程，以了解他们的需求和偏好。Jack in the Box的菜单反映了消费者口味的多样性和变化性，以及对夜宵的需求。Jack in the Box通过菜单多样化、高质量食品和全天候早餐等方面，在顾客体验方面脱颖而出。Jack in the Box通过“美食探险”、社交媒体监控和测试厨房等方式，在团队内部培养创新和创意文化。在快餐食品创新中，不能为了节省成本而降低产品质量，因为这会影响产品的质量和一致性，最终损害品牌形象。Jack in the Box通过顾客反馈、销售数据和消费者研究来追踪消费者偏好变化，并对产品进行改进。Jack in the Box 正在投资其数字体验，包括其应用程序、店内取货和数字点餐系统，以优化客户体验。Jack in the Box 通过与特许经营商进行持续沟通和双向教育，来推动创新和新体验的采用。Jack in the Box 通过持续的员工培训来保证服务的一致性，并努力在产品多样化和员工工作负荷之间取得平衡。Jack in the Box 通过让员工穿着舒适、持续培训和关注员工工作负荷等方式，来提升员工体验，从而间接提升客户体验。应该将减少客户工作量的理念应用于员工，通过技术手段简化流程，从而提高员工效率和客户体验。客户体验领导者应该了解自己的品牌，并保持品牌信息的一致性。

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On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service.

Tune in to learn:

  • Why speed and quality are crucial in the QSR industry, but why it's important to find a balance between the two.
  • Why consistency is key in creating a loyal customer base in QSRs.
  • How innovation plays a vital role in driving business growth and enhancing the customer experience in the QSR industry.
  • How involving consumers in the innovation process through ideation sessions and consumer taste tests can lead to successful menu innovations.
  • The ways Jack in the Box sets itself apart through its diverse menu, all-day breakfast, and customization options.
  • Why fostering a culture of innovation and creativity requires exploring food trends, conducting consumer research, and prioritizing the guest experience.
  • Why cutting corners in the pursuit of cost savings can negatively impact the quality and consistency of menu items.
  • How regularly monitoring guest insights and sales data can help identify changes in consumer preferences and make necessary improvements.

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