This has been a year of rapid change: restaurants and convenience stores alike were forced to make quick pivots in how they approach guest engagement, technology, and business operations.
During times of tumultuous change, solid brand leadership becomes even more critical to success. During PXUX 2020, Chief Executive of Market Platform Dynamics Karen Webster led a panel of other chief executives in conversation about how the hospitality and convenience landscapes have changed over the past few months, and how they’ve positioned their brands to weather the Covid-19 pandemic.
Ray Wiley, founder, Hot Head Burritos and Rapid Fired Pizza
Ryan Dion, CEO, 110 Grill Restaurant Group
Adam Halberg, CEO, Barcelona Wine Bar
These leaders described the ways they’ve led their brands through monumental changes this year, about the investments they’ve made that are already paying off, and about how they’re supporting their employees, an essential piece of the puzzle. The panel left attendees with five key takeaways:
Meet guests where they’re comfortable. Whether it’s understanding shifts in consumer behavior or using traditional loyalty channels, use technology to create multiple opportunities for the guests to engage with the brand.
Create technology ecosystems, not silos. Consumer preference and public health guidelines shift rapidly, so the guest-facing technology will need to keep pace. Ensure each piece of technology, from fuel pumps to mobile apps, works together to adapt to this changing environment.
Last month, a panel of highly accomplished restaurant and convenience store marketers sat down with “brand whisperer” Arjun Sen to share what they’ve learned this year and to impart their messaging wisdom during Paytronix’ annual User’s Conference.
Sen, the CEO and founder of ZenMango, has made major impacts in the restaurant and retail industries, and previously led Papa John’s 3,000 restaurants through four years of record growth. Joining Sen for the fireside chat were:
Adam Fox, Director, Digital Experience & Media, Qdoba Restaurant Corporation
Alex Black, Director of Marketing CRM and Analytics, Papa Murphy’s International
These marketing all-stars described the ways they’re weathering the coronavirus pandemic by fostering a strong relationship between brand and consumer – and leveraging that relationship to drive not just sales, but word-of-mouth marketing campaigns.
This year’s Paytronix User’s Conference was unconventional, to say the least; but thanks to our incredible clients, the first-ever virtual PXUX was a success!
Thank you for bringing valuable feedback, nuanced insights and dynamic conversation to the event and making PXUX 2020 one for the books.
While we would have loved to have gathered, dined and shook hands with each and every one of our clients (PXUX 2021, perhaps?), we know some of you were not available and others might appreciate a recap of the conference’s events. Here is a high-level overview of some of the year’s biggest takeaways. […]
Turn customer engagement into meaningful guest experiences.