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2008 Point of Service Summit

AGENDA
Wednesday, June 11, 2008 / Arrival Day
3:00 - 8:00 pm Registration Open
6:00 - 7:00 pm Welcome Cocktail Reception
After 7:00 pm Sponsor Dinners
Thursday, June 12, 2008 / First Day of Sessions
7:30 am - 3:20 pm Registration Open
7:30 - 8:30 am Networking Breakfast
8:30 - 8:35 am

Opening Comments

8:35 - 9:20 am

Opening Keynote:

BUILDING A WINNING BRAND 

KEYNOTE SPEAKER: Terry Heckler, President, Heckler Associates

A company's brand can become its most powerful selling point, communicating to customers in one word or phrase all that the company embodies. Winning brands are those that differentiate and have strength and consistency behind them; they carry a promise of value and build customer trust. Learn how to harness the undeniable potency of a winning brand from one of the industry's foremost branding experts, Heckler Associates, the firm that spearheaded the branding of both Panera and Starbucks. This compelling keynote address will offer foundational brand-creation strategies, as well as ways to elevate a brand to"winning" status.

Attendee ROI:

  • Identifying what sets a company apart
  • Strategies for strengthening brand marketing efforts
  • Understanding the qualities of a "winning brand"
9:25 - 10:10 am

GENERAL SESSION #1

WORKFORCE OPTIMIZATION
 
Speakers:
  • Tina Burke, VP Human Resources, Claim Jumper Restaurants
  • Bob McDevitt, SVP Franchising, Golden Corral Corporation
Moderator: Dan Norris, Asst. Professor, University of South Carolina, School of Hospitality, Retail & Sports Management
 
A company's customer service is only as good as what its front-line employees can deliver - they are the keys to creating enduring customer relationships. Uncover the elements to fostering a fully motivated and accountable workforce. Hear from a panel of innovative restaurant operators on how the right tools, training, incentives and policies can enable front-line employees to increase their confidence and exceed service expectations.

Attendee ROI:

  • Training employees to be their best
  • Creating a motivated employee culture
  • Addressing red flags such as under-performance and theft
10:10 - 10:35 am Networking Coffee Break
10:35 - 11:20 am

GENERAL SESSION #2

SERVING THE "OFF PREMISE" GUEST

Speakers:

  • Andy Howard, EVP Marketing, Purchasing and R&D, Wingstop Restaurants, Inc.
  • William Mitchell, SVP Domestic Operations, Papa John's International, Inc.
Moderator: Barry Shufeld, Principal, BNS Associates LLC
 
There's a new type of guest making an impact on restaurant operations - the "off premise" guest. These guests are looking to order, purchase and/or pick up their meals outside of the restaurant's four walls. In this session, a seasoned restaurant operator discusses different "off premise" service models, and the operational procedures, marketing efforts, and technological solutions that help exceed service expectations and strengthen a brand. Topics include online ordering, curb-side pickup, payment via text messaging, and more.

Attendee ROI:

  • Top trends in off-premise dining
  • Operational strategies that enable exceptional
    off-premise service
  • Solutions and technologies for your off-premise business
11:25 am - 12:10 pm

GENERAL SESSION #3

THE POWER OF INSIGHT: Research & Survey Strategies

Speaker: Kate Feather, EVP People Engagement Practice, PeopleMetrics

For restaurants, knowing what their customers want is a foundational element in creating a winning brand. Uncovering those customer needs and expectations, however, requires a comprehensive approach to collecting and analyzing research and customer feedback. A leading independent research firm offers valuable strategies for learning about your market, your customers and your company and shares compelling industry data about what engages guests during the dining experience.

Attendee ROI:

  • Various methods for collecting customer feedback and the benefits and drawbacks of each
  • Research and survey techniques
  • Exclusive research on customer engagement
12:10 - 1:45 pm

NETWORKING LUNCHEON
* Including Topic Tables

1:45 - 2:30 pm

GENERAL SESSION #4

INNOVATION THROUGH TABLESIDE ORDERING & PAYMENT
 
Speaker: Steve Brooks, Director of Mission Control, Tumbleweed, Inc.

Progressive restaurants are turning to tableside ordering and payment devices to speed up service, streamline labor and operations, and reduce cardholder theft. Servers input orders into a handheld unit while still at the customers' table. Orders are then transmitted to the kitchen where they can be processed with increased speed and accuracy. Payments can be completed tableside via a handheld credit card terminal. Get the inside story on tableside ordering and payment from Tumbleweed, Inc., who is successfully using these innovative systems.

Attendee ROI:

  • Elements of a successful tableside solution
  • Increasing order amounts and decreasing theft
  • Tips for preserving the high quality customer service in a tableside ordering and payment environment
2:35 - 3:20 pm

GENERAL SESSION #5

DIFFERENTIATING YOUR LOYALTY PROGRAM
 
Speaker: Mike Curtis, VP Marketing, Gordon Biersch Brewery Restaurant Group, Inc.

In an era of loyalty program saturation, the bar is raised for restaurants to offer loyalty rewards that stand out and entice guests to return. A leading restaurant shares the loyalty program elements and customer relationship management tactics that offer guests value and influence their purchasing decisions.

Attendee ROI:

  • Creating value out of your CRM data
  • Ways to combat customer fatigue
  • The importance of "member-only" privileges to a successful program
5:00 - 6:30 pm NETWORKING RECEPTION
6:30 pm Sponsor Events
Friday, June 13, 2008 / CLOSING DAY
7:30 - 11:25 am Registration Desk Open
7:30 - 8:45 am Networking Breakfast
8:45 - 9:30 am

DAY TWO KEYNOTE

MARKETING IN A WEB 2.0 WORLD

KEYNOTE SPEAKER: Alan Watts, SVP Operations for Fuddruckers & Koo Koo Roo, Magic Restaurants

In the world of brand marketing, Internet-based social media is a tremendous new tool in connecting with current and potential guests and spreading your company's message. But this vast, uncharted area can also be a source of challenge and confusion, particularly to the hospitality industry. In this insightful keynote address, the SVP of Operations for Fuddruckers and Koo Koo Roo shares how his company is entering into social media via new strategies, including a re-designed website, coupled with traditional marketing and operational know-how. He'll focus on how the company is staying relevant to its current guests, while creating appeal that opens the burger brand up to the next generation of Web-savvy customers.

Attendee ROI

  • The power of social networking - real-world examples
  • How to incorporate new marketing ideas while staying true to your company's core
  • Incorporating social networking into your online identity
9:35 - 10:20 am

GENERAL SESSION #6

SECRETS TO SUCCESSFUL SELF-SERVICE
 
Speaker: Bob Larimer, VP IS, Boddie Noell Enterprises, Inc.

This session features a leading restaurant operator, who will examine the roll of self-service in the restaurant environment. His goal will be to help restaurant operators uncover the secrets to creating a successful self-service roll-out. They will delve into such areas as: Identifying when is self-service right for your environment; Balancing self-service and customer service; Creating a strategic business plan and more.

Attendee ROI:

  • Location, location, location
  • Building employee buy-in
  • Capitalizing on up-selling opportunities
10:20 - 10:40 am

Networking Coffee Break

10:40 - 11:25 am

CLOSING KEYNOTE

UNDERSTANDING CUSTOMER NEEDS: THE 2008 Customer Insights Report

SPEAKER: Rohit Verma, Associate Professor, Service Operations Management, Cornell University

In this compelling keynote address, a leading researcher from Cornell University shares the results from a Customer Insights study aimed at finding out how guests prioritize various elements of their dining experience. The results of this national study, which is based on state-of-the-art Best|Worst Choice analysis, will demonstrate how customers prioritize technology-based service innovations in restaurants and food-service operations.  The research also assesses guests' preferences for reservation policies and waiting times. Finally the study provides an approach for customer segmentation based on their willingness to adopt technologies. Using this research method, the study is able to provide a comprehensive picture of what is most important to the customer during the dining experience.

Attendee ROI:
  • When is the dining experience "worth the wait"?
  • What technology-based innovations customers care about
  • Does a "winning brand" really carry weight with the customer?
11:25 am CLOSING COMMENTS
11:30 am 2008 HT Point of Service Summit Concludes
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