How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech
Send us a textDrew Kimball, Relationship Manager at SpotOn, joins Zack Oates to talk about what it really takes to build lasting relationships in hospitality. With over 15 years in B2B sales and a background in restaurants, Drew shares stories from his work with operators, his time as a game store owner, and how he helps brands improve guest experience, efficiency, and revenue.Zack and Drew discuss:Why relationship-building is Drew’s business superpowerThe four “core” pillars every restaurant should focus onReal-world examples of improving table turn and guest feedbackHow to provide value through authentic, personal connectionWhat a board game store has to do with hospitalityThanks, Drew!Links:https://www.linkedin.com/in/drew-kimball-844a1912/https://www.linkedin.com/company/spoton/https://www.instagram.com/spoton/https://www.spoton.com/
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Live from the National Restaurant Association Show
Send us a textZach takes the Ovation mic to the streets of Chicago for a special edition of the Two Question Podcast, recorded live at the National Restaurant Association Show. From tech innovators to restaurant operators, leaders across the industry answer two key questions: what should restaurants focus on over the next 12 months, and what tactics can improve the guest experience? You’ll hear quick insights, real-world tips, and recurring themes around data, human connection, and of course—using Ovation.Thank you to all our amazing guests, including Sean Walchef, Scott Porter, Brandon Barton, and so many more.
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From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken
Send us a textAlice Crowder, CMO of Krispy Krunchy Chicken, joins Zack Oates to break down how the brand grew to nearly 3,400 locations without traditional franchising. From gas stations to guest experience strategy, Alice shares how high-quality food, grassroots marketing, and authentic partnerships drive brand love and repeat visits.Zack and Alice discuss:Why quality, value, and craveability win in any locationHow to grow using micro-influencers instead of ad budgetsThe power of authentic pride among convenience store operatorsWhy guest experience starts with product and belief—not policyHow to create emotional loyalty in unexpected settingsThanks, Alice!Links:https://www.linkedin.com/in/alicecrowder/ https://www.linkedin.com/company/krispy-krunchy-foods/https://www.instagram.com/krispykrunchychicken/ https://www.krispykrunchy.com/
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Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy
Send us a textMichael Lukianoff, CEO of SignalFlare, joins Zack Oates to unpack the restaurant industry's biggest data challenges and opportunities. From AI-driven decision-making to understanding local market dynamics, Michael explains how restaurants can stay ahead in a crowded, fast-changing landscape.Zack and Michael discuss:Why restaurant growth is outpacing population growthHow to make sense of complex guest data without loyalty programsWhy local market dynamics are more important than everHow AI will change local marketing strategyWhat brands can do to gain more than their “fair share” of trafficThanks, Michael!Links:https://www.linkedin.com/in/mikelukianoff/https://www.linkedin.com/company/signalflareai/ https://signalflare.ai/
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Russ Hawkins of Agilence on Using Data to Improve Guest Experience
Send us a textRuss Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.Zack and Russ discuss:Why personalization is the new loyaltyHow to align the boardroom with the back-of-houseUsing data to improve staff training and performanceWhat operators can learn from both QSR and fine diningWhy small moments—like remembering a name—still matterThanks, Russ!Links:https://www.linkedin.com/in/russhawkins/https://www.linkedin.com/company/agilence-inc/ https://www.instagram.com/agilence_inc/ https://www.agilenceinc.com/
About Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates
An ad free resource for restaurateurs! Over 100 episodes and a new episode every Monday. Listen in to learn from industry leaders how to grow your restaurant, improve your guest experience, turn your customers from strangers to friends, and to leverage data and marketing tools to increase your revenue.
Listen to Give an Ovation: The Restaurant Guest Experience Podcast with Zack Oates, Fashion Neurosis with Bella Freud and many other podcasts from around the world with the radio.net app
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