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Russ Hawkins of Agilence on Using Data to Improve Guest Experience
Manage episode 488461444 series 2930439
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Russ 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 loyalty
- How to align the boardroom with the back-of-house
- Using data to improve staff training and performance
- What operators can learn from both QSR and fine dining
- Why small moments—like remembering a name—still matter
Thanks, 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/
Chapters
1. Introducing Russ Hawkins and Agilence (00:00:00)
2. Data Analytics in Restaurant Operations (00:02:15)
3. What Guests Truly Want (00:03:35)
4. Tactics to Improve Guest Experience (00:06:20)
5. Who Deserves an Ovation (00:10:20)
6. Closing and Contact Information (00:13:15)
381 episodes
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