Commentary

Here's how you can truly understand your customer

One of the key revenue drivers for QSRs is repeat business. Don’t get me wrong. Attracting new customers is important for growing your business, but the benefits of retaining customers cannot be ignored. Many studies have shown just how much value repeat business brings. A Bain & Co. study unveiled that a 5% increase in customer retention can up a company’s profitability by 125%.
23 days ago

Here's how you can truly understand your customer

One of the key revenue drivers for QSRs is repeat business. Don’t get me wrong. Attracting new customers is important for growing your business, but the benefits of retaining customers cannot be ignored. Many studies have shown just how much value repeat business brings. A Bain & Co. study unveiled that a 5% increase in customer retention can up a company’s profitability by 125%.
23 days ago

Six trends that will shape the QSR industry post-pandemic

Restaurant chains around the world are finding their feet again as efforts to contain Covid-19 improve and vaccination efforts accelerate.
1 month ago

Why F&Bs need to look at unified commerce

Throughout Australia, and perhaps throughout the world, the F&B industry has changed rather drastically over the last decade. In the past year alone, the pandemic that crippled the world led businesses to adapt and innovate at such a rapid pace in order to survive.
1 month ago

A new way forward

It’s been a little over two years since I was appointed Executive Chairman of Retail Food Group (RFG), following a renewal program across the Board and executive management.
1 month ago

Personalisation is changing the restaurant experience - don't get left behind

How do you offer the personal touch of a barista who knows your coffee order before you walk into the cafe, but in a fast food chain with 1,000 outlets?
1 month ago

Restaurant revamps without the downtime - it's what we do

At some point you’ve probably heard someone describe their job as being like “building a plane as I’m flying it”.
2 months ago

Swift service is everything - even in a pandemic

It seems, on the face of it to be the antithesis of good customer service - replacing the human touch in restaurants with less personal drive-thru, kiosk and delivery options.
2 months ago

The pandemic is shaping the future of fast food restaurants

This year marks 100 years since the first real fast food restaurant in the world opened its doors.
2 months ago

Will the rise of online sales cut both ways in retail leasing?

(Editor's Note: Reposted with permission from LeaseInfo Group.)
3 months ago

Taming the social creature

I’m going to be honest: since COVID-19 hit Australian shores, I have spent just one day working at home with the wife, kids and dog, and that was enough for me. I was lucky to be able to ride my bike into an empty office, with its vacant desks and deserted boardroom, and do the ultimate soul searching there.
9 months ago

How to know you're ready for your own food delivery app

During COVID-19, food delivery has boomed. As more and more customers choose to stay inside for their own safety, restaurants and cafes are having to adapt their models to continue to serve them.
9 months ago

Speeding up or changing course? How COVID-19 has reshaped QSR trends

As the COVID-19 pandemic has gripped the planet, one of the most clearly and significantly impacted industries has been hospitality, spanning the largest global QSR brands all the way to your small neighborhood coffee shop.
1 year ago

Technology in the time of COVID-19

If someone had told me in February this year that in a month’s time I would be leading a department that supports technology in 2,500+ stores and multiple offices across three regions (ANZ, Europe and Japan), as well as building and evolving a multi-billion dollar digital platform all from my home while the world was in lockdown, I wouldn’t have believed them.
1 year ago

Six marketing tips to save your quick service restaurant brand post-COVID-19

With store reopenings imminent, most QSR brands will prepare for operational readiness, including adjusting processes to expected government requirements relating to customer and staff safety and hygiene.
1 year ago

QSR focus: quick marketing hacks to grow your restaurant at pace

Quick service restaurants are growing rapidly and competition can often feel like a feeding frenzy.
1 year ago

Bust the queue: why payments are the key to keeping QSR customers happy

(Editor's Note: This contributed piece has been lightly edited for clarity.)
1 year ago

Retail leasing - the past and future decade

As the dust settles on the end of the “teens” decade, the contrast between the start and the end for retail leasing in shopping centres could not be more pronounced.
1 year ago