Webinar
Leveraging Market Disruptions to Enhance Your Brand Experience
April 5, 2022
In 2020 and 2021, restaurants faced an onslaught of crises and shifting consumer expectations. Within this environment of constant change, how do you ensure that all of your locations are delivering a consistent brand experience?
Watch Fast Casual, and third-party assessment industry leader Steritech, for an engaging discussion about how your brand can leverage this perfect storm to its advantage to realize significant enhancements in your overall brand experience goals.
During this one hour session, you will discover:
- Why a period of unprecedented labor challenges is a perfect time to re-establish a culture of operational excellence
- Which customer experience areas you should focus on when you're facing a staffing shortage
- Why shifting consumer expectations present an opportunity to adapt on and off-premise strategies
- The unseen benefits of operational and supply chain disruptions in identifying areas for cost improvements
- How to eliminate execution, quality, and performance gaps during the rollout of new processes and practices
Meet the speakers
Michael M. Brown
Sr. Director of Guest Experience
Zaxby's
Tasked with starting the Guest Experience department upon his arrival in 2019, Michael has developed a high performing team of 7 whose sole focus is discovering and developing ways to improve the guest experience at Zaxby's. Michael's team has revolutionized the use of data, performance marketing and guest feedback to understand the guest journey from beginning to end. Next on the list is developing a "Guest Resolution Center" that will be the funnel for all guest comments and data moving forward. Michael is the co-team lead for Digital Transformation, helping spur Zaxby's digital revolution that includes a re-vamp of the Zaxby's App, Loyalty Program, website and all digital channels.
Michael has over 25 years of restaurant experience. Over the course of two decades, Michael has been an Owner/Operator with Chick-fil-A, Bojangle's and The Flying Biscuit. He has a passion for the guest and has received world class training in all things guest experience related.
Michael has a MBA from Emory University and has completed post-graduate leadership studies at both Harvard Business School and Stanford School of Business. However, he is a HUGE UGA fan and enjoys cheering on the Dawgs in the Fall.
Michael is married to Heather and is the father of 4 growing children. He is still trying to figure out a way to pay for all 4, but is certainly up to the challenge.
Kimberly Hay
Sr. Director, Client Experience
Steritech
Kimberly oversees relationship management and customer experience execution for all of Steritech's North American clients across a broad range of industries. Her 25+ years of experience in operations, technology, client experience, purchasing, and more provide her with a well-rounded understanding of the challenges in today's business landscape.
Michael Justo
Sr. Director of Operations
Steritech
As the Senior Director of Operations, Mike leads the overall operations of the Steritech business including field operations, planning, and client program administration.
Mike has been with Steritech for 17 years and has worked in a variety of roles, including the Account Management Retail Vertical Director and Central Regional Manager.
Prior to Steritech, Mike earned a Bachelor's of Science in Food Science and Human Nutrition from the University of Florida and worked in Hotel Operations for Royal Caribbean Cruise lines.
Originally hailing from Coral Springs, FL, Mike currently lives in Jacksonville with his wife and three young children. They prefer time spent outside, particularly enjoying his kids' swim meets, soccer and basketball games.
About The Sponsor
FastCasual.com - Marketing Opportunities
FastCasual.com is where restaurant professionals go to learn about the hottest trends and hottest brands in the industry. We offer a number of high-impact advertising opportunities to reach this highly targeted audience.
