Strategic Leadership Blog

It's 6:40 p.m. on the Saturday before Christmas. The drive-thru line wraps the building, two new crew members are on their third shift and the kitchen display just stopped showing …

The next margin opportunity in multi-site operations may be hiding in the work everyone has learned to tolerate. I’ve seen versions of the same scene for more than 20 years …

In my role, I spend a lot of time talking with brands about customer experience and what actually keeps people coming back. One thing I keep seeing is that loyalty …

Hotel groups have spent years adding new ways for guests to connect. The harder question is whether the operating model behind those channels can actually keep up. According to Hilton’s …

Most customers do not think about restaurant technology until something stops working. The drive-thru line suddenly stalls. Mobile orders stop flowing correctly. An employee disappears into the back trying to …

Most quick-service restaurant environments are not short on technology. Walk into any modern store, and you will find state-of-the-art point-of-sale systems, digital inventory trackers, and robust training portals. Operations leaders …