Blogs & Opinion

Social media strategy, what the heck?

Many Chief Marketing Officers (CMO’s) are struggling to know where to begin with social media; What channels (Twitter, Facebook etc.,) will work for them? How will they engage their audience? What budget should be set? How will they effectively build a trusting relationship with the consumer?

Social media strategy, what the heck?

Many Chief Marketing Officers (CMO’s) are struggling to know where to begin with social media; What channels (Twitter, Facebook etc.,) will work for them? How will they engage their audience? What budget should be set? How will they effectively build a trusting relationship with the consumer?

Why enterprise bargaining offers little opportunity for the QSR sector

With Federal Government Industrial Relations policy coming increasingly under the spotlight, QSR Media asked regular contributor, Steve Champion, Director of employee relations consultancy ER Strategies, to explain what opportunities and limitations existed in relation to enterprise agreements under the Fair Work Act. Champion replied that, in his view, there was little logical scope for QSR operators to want to enter into enterprise agreements. “The first and biggest hurdle is that an enterprise agreement must leave every employee ‘better-off-overall’ than the award. This BOOT test is primarily a financial test. So any agreement is most likely going to cost the operator more than the award.

QSR Chains - one of the winners in the Australian foodservice market during the economic downturn

As the GFC started to impact businesses in Australia towards the end of 2008, the Australian foodservice market, like most around the world, was one of the first market sectors to feel the impact of the economic downturn. Although consumer spending on eating out is discretionary, Australians still wanted to go out for a meal. However, they have traded down in their choice of outlet, they don’t go out as often and they spend less each time. This has made QSR chains one of the winners in current market conditions as they represent value for money as well as entertainment for the entire family.

QSR Chains - one of the winners in the Australian foodservice market during the economic downturn

As the GFC started to impact businesses in Australia towards the end of 2008, the Australian foodservice market, like most around the world, was one of the first market sectors to feel the impact of the economic downturn. Although consumer spending on eating out is discretionary, Australians still wanted to go out for a meal. However, they have traded down in their choice of outlet, they don’t go out as often and they spend less each time. This has made QSR chains one of the winners in current market conditions as they represent value for money as well as entertainment for the entire family.

Top Trends for 2012

Innovation in the Fast Food Industry – Greening the Supply Chain

Time for IR Input Draws Near

Expert Steve Champion, whose specialist employee relations consulting firm ER Strategies has a number of Fast Food clients on board, is very worried that the industry will fluff the fast approaching chances to impact its industrial relations environment.

The Top 5 takeaway’s from MURTEC by Kym Houden, MD, Task Retail Technology

I’ve recently returned from the Murtec (Multi Unit Restaurant Technology) conference in Las Vegas. For those of you who haven’t heard of Murtec, it is the coming together of company Presidents, CEO’s, CTO’s, COO’s and IT Directors prepared to share their own personal knowledge of wins and failures across many workshops and networking events.

In response to “Where the Bloody Hell is Service?”

I saw an article recently in the Sydney Morning Herald entitled, “Service, where the bloody hell is it?” Gave me a chuckle I must admit. The article http://www.smh.com.au/travel/service-where-the-bloody-hell-is-it-20110414-1deuo.html (also published in the Melbourne Age) by Jane Fraser suggested that Australian hospitality businesses display endless examples of poor training and poor service standards, and that the industry needs “some lessons how to be hospitable.”

The 7 Building Blocks of Customer Service Excellence

This article follows up on the points in my previous piece, where I provided an introduction about a fairly the new and multidisciplinary field of practice and research known as ‘Service Management’. The previous article discussed the importance of customer service, yet acknowledged how complex it is and how difficult it is to embed “service mindedness” into a workplace culture (culture referring to the attitude and behavioural norms in a business – that which under the surface tends to guide activities more than anything else). It was also pointed out that many of the world’s best companies leverage their positive and service-oriented organisational culture as central to their competitive position in their marketplace.