Welcome to Elevating Brick and Mortar.
A podcast about how operations and facilities drive brand performance.
On today's episode, we talk with Deena McKinley, Chief Experience Officer at Papa Gino's Pizza and D'Angelo's Grilled Sandwiches. Papa Gino's is a family-owned restaurant chain specializing in traditional thin-crust pizza. D'Angelo's Grilled Sandwiches is a chain of neighborhood-style sandwich shops found throughout New England.
Throughout Deena's career in marketing and advertising, she has achieved results by maintaining a focus on brands and enhancing the customer experience. With expertise in the retail and restaurant industries, she brings a critical understanding of the intricacies needed to develop and maintain a brand that customers will choose over and over again.
I think it's really important to look at technology to create efficiencies that will help us grow our top line faster…it compresses the middle of the P&L, pushing efficiency for more flow through down to the bottom. And by doing that, your people are freed up to help do what they need to do to push the top line, which is to process things faster, and get better customer relationships so that they come back more and are more loyal.
– Deena McKinley
**(01:51) — Deena's career journey
**(07:22) — What IS a Chief Experience Officer
**(19:00) — Maintaining customer experience across a franchise
**(31:48) — Deena's predictions for the future of her industry
**(41:42) — Sid's final thoughts
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