January 2nd QSR Roundup: Mastering Communication and Customer Experiences with BIFF, Delicious Fast-Casual Options, and Exciting Promotions in the Restaurant Industry

Interviewy Team

Jan 2, 2025 — 18 min read

QSR news for Jan 2nd, 2024. We reviewed 21 QSR publications, 6 subreddits, and over 66 articles to bring you the latest. Estimated reading time saved (at 200wpm): 280 minutes. It'll take you only 18 minutes to catch up.

Mastering Communication with BIFF: A Guide to Clear and Professional Interactions

In the restaurant industry, handling challenging communications is essential. The BIFF Response method offers a framework to ensure clarity and professionalism:

Brief: Keep your messages short to avoid frustration and misinterpretation.
Informative: Stick to factual information to prevent confusion and escalation.
Friendly: Maintain a respectful tone to de-escalate tensions.
Firm: Clearly state your position without inviting further debate.

An effective BIFF Response can transform emotionally charged interactions into constructive dialogue. Key tips include:

Pause before responding to collect your thoughts.
Practice in low-stakes situations to build confidence.
Seek feedback from teammates to improve your communication skills.

The BIFF technique is crucial for fostering a positive workplace culture and resolving conflicts effectively.

Source: QSR Magazine

South Block Brings Healthy Fast-Casual Options to Dulles International Airport

Travelers at Washington Dulles International Airport can now enjoy fresh and nutritious choices with the opening of South Block, a fast-casual chain specializing in açai bowls, smoothies, and cold-pressed juices. CEO Amir Mostafavi emphasizes their mission to provide healthy meals infused with positive vibes.

The new location collaborates with local businesses, featuring offerings from women-owned Wellfound Foods and support from D.C.-based Procure Impact. Operated by Baldi Management Group, this marks South Block's 18th outlet, serving delicious options daily from 5 a.m. to 10 p.m.

Source: QSR Magazine

Del Taco is boosting its value offerings with two new burritos and exciting Poppers Drinks:

New Burritos:

Bean, Rice, and Cheese Burrito: Slow-cooked beans, cilantro lime rice, cheddar cheese, and zesty red sauce.
Chipotle Chicken Burrito: Grilled chicken, chipotle sauce, beans, and sour cream.

Del's Bundles provide combo meals feeding up to five people for just $20, combining items from the Real Deal$ menu.

The Poppers Drinks make a return with a new Dragon Fruit Blueberry flavor, available in Sprite, lemonade, and shakes, featuring popping boba and real fruit pieces.

Del Taco aims to maintain bold flavors at unbeatable prices, encouraging customer loyalty with its commitment to value.

Source: QSR Magazine

Chipotle's 2025 Strava Challenge: Run, Log Miles, and Win Free Bowls

Chipotle is partnering again with Strava for the 2025 Lifestyle Bowl Strava Challenge, expanding to an international segment across 25 cities in North America and Europe. Participants can win free Lifestyle Bowls for a year by logging miles.

Last year's challenge saw over 9.25 million miles logged, equating to more than 370 trips around the planet. Cities compete collectively for the highest mileage, tracked on a unique heatmap, with rewards for the top-performing city.

To celebrate "No Quitters Day" on January 10, Chipotle offers motivational support and the chance to earn free bowls for those maintaining healthy resolutions. The Lifestyle Bowls cater to various dietary needs, with a $0 delivery fee for orders in January 2025.

These initiatives combine fitness and delicious food incentives, encouraging healthier habits among participants.

Source: QSR Magazine

Hi Auto Strengthens Customer Success Team with New VP Appointment

Hi Auto, a leader in AI-powered drive-thru solutions, has appointed Daniel Goldfeld as Vice President of Customer Success. With over 15 years of B2B executive experience, Goldfeld aims to enhance customer experiences and drive innovation.

Key Highlights:

Advanced AI Technology: Hi Auto's solutions reduce order errors and wait times in noisy drive-thru environments.
Major Clients: Serving brands like Bojangles and Burger King New Zealand.
Focus on Expansion: Co-Founder Roy Baharav emphasizes the importance of customer success in scaling operations for quick-service restaurants.

Source: QSR Magazine

A&W Introduces $6 Buddy Bundle for the New Year

To kick off the New Year, A&W presents the $6 Buddy Bundle, featuring a choice between a Buddy Burger with Cheese or a Chicken Buddy Burger, accompanied by small fries and a drink.

CEO Susan Senecal emphasizes the focus on delivering value without compromising quality, responding to price-conscious customers. A&W remains committed to offering great taste at an affordable price, making it a standout option among fast-food offerings.

Source: QSR Magazine

White Castle Brings Back the Beloved French Toast Slider

White Castle is reviving its fan-favorite French Toast Slider, a delightful sandwich featuring a cinnamon swirl French toast, fluffy egg, American cheese, and a choice of sausage or bacon.

Available anytime until April 20, 2025, or while supplies last, this slider blends sweet and savory flavors, making it a hit since its introduction in 2023.

White Castle continues to offer all-day breakfast selections, including popular items like Hash Brown Nibblers and Belgian waffles.

Craver Nation Rewards members can enjoy an exclusive free $5 Sloppy Joe Combo Upgrade, enhancing the value of their meal.

Source: QSR Magazine

Economic Upswing Sparks Growth in the Restaurant Industry

Economic Resilience: The U.S. economy shows strength with only a 14% chance of recession and predicted growth at 2.5% for the coming year.
Sales Surge: Restaurants generated $953 billion in sales in the first 10 months of 2024, surpassing grocery sales at $824 billion.
Food Spending Shift: Restaurants account for 54% of consumer food spending, growing at 5% year-over-year versus 2.2% in grocery stores.
Improving Traffic: Quick-service restaurants saw a 1.3% increase in traffic in November.
Investor Sentiment: Restaurant stocks are rebounding, reflecting positive investor confidence post-election.
Interest Rates Drop: Lower interest rates may boost borrowing, facilitating mergers and acquisitions.

However, challenges remain:

Potential Tariffs: Proposed tariffs may raise costs on imports.
Labor Constraints: Tighter immigration policies could affect labor availability, impacting the industry.

Source: Restaurant Business

Restaurant Stocks Face Mixed Fortunes in 2024

In 2024, investors largely avoided restaurant stocks, with the median stock down 4.8%, even as the S&P 500 rose 23%. However, some exceptions stood out:

Brinker International (owner of Chili's) tripled in value, boosted by over 14% same-store sales growth.
Sweetgreen and Cava saw stock increases of 184% and 166%, respectively.
On the downside, Noodles & Company became a penny stock, down 82%.
Bloomin’ Brands and Red Robin faced declines of 57% and 56%, respectively.

Fast-casual stocks experienced a median growth of 16%, whereas casual dining saw a 22% decline, highlighting a shift in consumer preferences during the year.

Source: Restaurant Business

Key Restaurant Trends to Watch in 2025

Return to Human-Centered Service: A shift away from AI-powered restaurants as operators value the human touch in dining experiences.
Innovative Collaborations: Rise of ghost kitchens and influencer-created dishes, generating buzz and virality.
Waste Reduction Focus: Emphasis on combating food and resource waste amid rising prices, showcasing environmental responsibility.
'Soil-to-Software' Shift: Adoption of technology that allows real-time menu updates based on local food data, enhancing sustainability and customer experience.

Source: FSR Magazine

Restaurants Partner with Local Farms to Boost Sustainability and Community Ties

Collaborations between restaurants and local farms are transforming dining experiences:

Fresher Ingredients: Locally sourced produce ensures fresher, high-quality dishes and reduces spoilage.
Economic Impact: Strengthens community by supporting local economies and reducing transportation costs.
Mutual Benefits: Restaurants save costs by cutting intermediaries; farms gain stable revenues and lower logistics expenses.
Sustainable Practices: Innovations like vertical farming and agricultural IoT enhance efficiency.
Agri-tourism Opportunities: Farms invite public participation, creating new revenue streams and fostering community appreciation.
Creative Menu Development: Chefs can offer rotating menus based on seasonal produce.

Source: FSR Magazine

Starbucks Faces Challenges Amid Declining Traffic and Labor Disputes

The year 2024 has been tough for Starbucks, marked by declining customer traffic and internal conflicts over labor practices:

13% Decline in U.S. Traffic: Failed price hikes contributed to decreasing footfall.
Labor Tensions: Escalated with unionized workers, resulting in a multi-day strike during Christmas over wage disputes.
Leadership Changes: CEO Brian Niccol is implementing a plan to restore in-store experiences and address consumer concerns.
Public Protests: National university activists highlighted growing dissatisfaction with the brand's management strategies.
Criticism from Former CEO: Howard Schultz critiqued Starbucks for prioritizing transactions over customer experience, leading to leadership reevaluations.

Source: Restaurant Dive

World of Beer Successfully Exits Bankruptcy, Eyes Expansion

World of Beer emerged from Chapter 11 bankruptcy in December after restructuring its debt:

Plans to open four to five new franchise locations annually, potentially doubling its store count by 2030.
Recent openings include locations in Fort Worth, Texas, and several in Florida and Georgia.
CEO Paul Avery emphasizes a commitment to customers and innovation to overcome previous financial struggles.

The chain aims to build on its recovery and expand its footprint in the coming years.

Source: Restaurant Dive

Domino's 'Emergency Pizza' Campaign Engages Millions and Boosts Loyalty

Domino's launched the Emergency Pizza program, allowing loyalty members a free pizza after their first purchase, attracting 2 million participants initially.

In 2024, the campaign targeted 30 million fantasy football fans, featuring injured player Stefon Diggs and promising $1 million in free pizzas.
The promotion garnered over 3 billion media impressions, showcasing its extensive reach.
Domino's aims to reach new audiences through partnerships in gaming, beauty, and other sectors.
The loyalty program has been revamped for easier access, leading to increased engagement and new customer acquisition.
Kate Trumbull, now global CMO, focuses on expanding the brand's Hungry for MORE strategy internationally, enhancing innovation in product and technology.

Source: Restaurant Dive

The Soda Market Evolves with Sophisticated and Health-Oriented Options

Traditional sodas are being challenged by new beverages offering complex and healthier choices:

Unique Ingredients: Flavors like rose and cardamom provide sophisticated tastes.
Health Benefits: Prebiotic sodas promote gut health.
Diverse Categories: Includes fancy seltzers with juice and non-alcoholic drinks inspired by cocktails.
Popular Brands: Poppi, Olipop, and Casamara Club are leading the shift.
Pricing: These sodas typically start around $2 and are found in upscale markets.

This trend reflects consumers' desire for healthier and more refined beverage options.

Source: Eater

Rapid Changes in Foodservice Industry Driven by Technology and Innovation

The foodservice sector is undergoing significant transformations:

Technology Integration: Automation and AI are enhancing efficiency in food production and service.
Optimized Kitchen Designs: Rising costs are prompting operators to optimize space, often using central commissaries.
Labor Quality Focus: Emphasis on hiring quality labor with proper training and cultural alignment.
Chain Dynamics: Bankruptcies and acquisitions are reshaping the restaurant landscape.
Sustainability Concerns: Environmental responsibility is crucial, pushing businesses to adopt new regulations and practices.
Limited-Time Offers (LTOs): Restaurants are leveraging trending items to attract customers beyond quick-service establishments.

Source: Foodservice Equipment & Supplies

Restaurant Technology Transformation: Embracing Automation and AI

Automation and AI: Addressing labor shortages by reshaping service models and hospitality definitions.
Success Stories: Sweetgreen's Infinite Kitchen improved order accuracy and throughput with automation.
Investment in Tech: 60% plan tech investments for customer experience; 63% focus on digital marketing.
Customer-Facing Kiosks: Boost upselling and reduce errors, becoming standard in QSRs.
AI Voice Ordering: Achieving 95% accuracy in drive-thru trials.
Kitchen Innovations: Co-bots and robotic solutions like those from Chipotle.
Seamless Service Integration: Bartaco integrated tech for service while ensuring guest interactions, raising satisfaction scores to 4.6/5.
Data and Sustainability: Data warehousing for quick decisions; a carbon-neutral approach to meet sustainability goals.

Source: Foodservice Equipment & Supplies

Tips for Reducing Equipment Service Costs and Downtime

Operators can minimize service costs by being proactive:

Proper Installations: Ensure gas pressure matches equipment requirements to avoid adjustments.
Efficient Service Calls: Schedule repairs during slow periods and accurately describe issues.
Prevent Small Issues: Address minor problems early, like a pilot light going out.
Strong Partnerships: Build trust with service agencies for priority support.
Planned Maintenance: Regular check-ups extend equipment lifespan.
DIY Maintenance: Handle simple tasks like cleaning to avoid unnecessary service calls.
Avoid Unnecessary Calls: Check connections and settings before calling for service.
Tech Tips: Restarting equipment often resolves minor glitches.

Source: Foodservice Equipment & Supplies

Essential Wholesale Bakery Products for Businesses

Wholesale bakery items are staples for various businesses, with key categories including:

Bread: Diverse varieties like gluten-free and ethnic types.
Pastries: Croissants, muffins, sweet or savory options.
Cookies: Various flavors, often customized for holidays.
Bagels: Ideal for breakfast sandwiches in coffee shops.
Frozen Products: Offer shelf stability, such as pizza crusts.
Packaged Goods: Perfect for vending operators and on-the-go sales.
Specialty Items: Gluten-free, vegan, and artisan goods cater to niche markets.

Businesses ranging from cafes to catering services are ordering in bulk through platforms like BlueCart, which simplifies purchasing and inventory management.

Source: BlueCart

Pizza Industry Trends to Watch in 2025

AI Adoption: Pizzerias are utilizing AI for operational efficiency and personalized upselling.
Off-Premises Dining: Emphasis on delivery and pickup, rethinking packaging to maintain quality.
Direct Ordering: Customers prefer ordering directly to avoid third-party fees.
Menu Strategies: Simplified menus with premium add-ons cater to diverse customers.
Operational Efficiency: Streamlining processes and training is crucial for franchise success.
Labor Market Challenges: Hiring focuses on work ethic over experience, offering competitive pay and growth opportunities.
Future Focus: Investing in technology and enhancing customer experiences is key to thriving.

Source: Modern Restaurant Management

Strategies for Restaurant Success in Competitive Markets

Opening a restaurant in competitive areas requires strategic approaches:

Utilize Beer and Wine Licenses: More affordable than full liquor licenses, enabling creative cocktail programs.
Understanding the Market: Analyze local demand and preferences.
Cost-Effectiveness: Manage expenses to maintain profitability.
Community Connections: Foster relationships with local patrons.
Adaptation: Be prepared for industry unpredictability and shifting consumer preferences.

Implementing innovative beverage programs can be vital for capturing customer interest.

Source: Modern Restaurant Management

Potential Impact of Trump's Policies on Global Agriculture

The return of Donald Trump as president raises concerns for the agriculture industry:

Proposed Tariffs: Universal tariffs and a 60% tariff on Chinese goods could disrupt trade relationships.
Global Implications: Brazil may benefit from US-China tensions by increasing agricultural exports.
Uncertainty: Experts predict a possible 70% drop in US-China trade.
Agricultural Commodities: Key commodities like soybeans, wheat, and corn may be affected.
Trade Negotiations: A priority for the new administration, with potential shifts in ideological policies.

Market uncertainty remains a significant concern for international trade partners.

Source: Food Business News

Fuchs Gruppe Introduces Limited-Edition Snack Seasonings

Fuchs Gruppe launched the Consumer Cravings Collection, featuring three new snack seasonings:

Spicy Marinara: Traditional marinara sauce with added heat.
Sofrito Lime: Citrus-infused flavor inspired by Spanish cuisine.
Mango Chamoy: Balances sweet and spicy, highlighting Mexican culinary traditions.

Marketing Director Shannon Cushen emphasizes that consumer preferences drive these innovative flavors, reflecting a trend towards global tastes.

Source: Food Business News

Post Consumer Brands Announces Top-Selling Cereals of 2024

Highlights include:

Fruity Pebbles: Top seller for the second year, popular in sweet treats.
Honey Bunches of Oats with Almonds: Known for crispy flakes and almonds.
Cocoa Pebbles and Fruity Dyno-Bites: Also among the top five.
New Launches: Berry Pebbles, seasonal varieties like Spring and Summer Fruity Pebbles, and Honey Bunches of Oats Frosted Cereal.

These products have resonated with consumers, offering both nostalgia and new flavors.

Source: Food Business News

Mondelez Collaborates with AWS for Digital Transformation

Mondelez International partners with Amazon Web Services (AWS) to enhance:

Cloud Computing: Accelerating digital transformation with improved security and cost efficiency.
AI Capabilities: Leveraging AI for operational agility.
ERP Migration: Transitioning to the SAP RISE ERP platform.
Investment: Approved a $1.2 billion budget over five years, aiming for completion by 2028.
Sustainability Alignment: Focus on renewable energy and environmental goals.

Chief Information and Digital Officer Filippo Catalano leads the initiative to advance technology innovation.

Source: Food Business News

Bimbo Bakeries USA Advances Sustainability and Community Initiatives

Key achievements:

100% SmartLabel Packaging: All branded products now have QR codes for transparency.
Healthy Product Launches: Nine new items, including lower-sugar muffins and artisan breads.
Food Donations: 25 million lbs of food donated to local food banks.
Employee Volunteerism: Over 300 hours of volunteer work under new policy.
Environmental Efforts: Partnered with GreenStruxure for on-site microgrids, reducing carbon emissions by 1,700 tonnes.
Electric Vehicles: Expanded fleet, earning the 2024 Energy Star Partner of the Year award.

Source: Food Business News

Weight Loss Medications Influence Food Industry Trends

Consumers are increasingly using medications that mimic the GLP-1 hormone for weight loss:

Reduced Caloric Intake: Users consume 20-30% fewer calories.
Healthier Choices: Greater interest in nutrient-dense foods.
Market Projection: AOMs market projected to reach $100 billion by 2030.
Food Innovations: Brands like Conagra and Nestlé are launching healthier, calorie-conscious products.
Dietary Emphasis: Focus on higher protein, plant-based fibers, and probiotics.

This shift necessitates tailored meal planning and product development.

Source: Food Business News

Listeria Recalls Highlight Importance of Food Safety Measures

Recent Listeria outbreaks led to significant recalls:

12 million lbs of BrucePac chicken recalled, affecting numerous retailers.
Impacted Products: Ready meals, packaged salads, leading to food waste and financial losses.
Brand Reputation: Companies may suffer long-term reputation damage.
Preventative Measures:
- Use of antimicrobial ingredients like buffered vinegar.
- Implementation of HACCP plans and good manufacturing practices.

Ensuring food safety is crucial to protect consumers and maintain trust.

Source: Food Business News

Tips for Building a Personalized and Efficient Pantry

Assess Cooking Style: Reflect on your cooking habits and goals.
Clear Out Expired Items: Start fresh by discarding outdated products.
Follow Staple Lists: Use guides from chefs like Mark Bittman and Alison Roman.
Personalize Essentials: Tailor your pantry to your preferences, focusing on cuisines you enjoy.
Organize Effectively: Arrange items logically and set reminders to manage inventory.

A well-stocked pantry makes cooking more affordable and efficient.

Source: Salon

Sabrina Carpenter Teams Up with Dunkin' for New Signature Drink

Sabrina Carpenter collaborates with Dunkin' to launch Sabrina’s Brown Sugar Shakin’ Espresso, available nationwide for a limited time:

The Drink: An iced beverage blending Dunkin’s bold espresso, brown sugar, and oatmilk.
Ad Campaign: "Shake That Ess’" directed by Dave Meyers.
Marketing Approach: Emphasizes fun and light-heartedness in coffee ordering.
Additional Offerings: Dunkin' introduces a $5 Meal Deal and chocolate-themed treats for the new year.

This partnership aims to add joy to the everyday coffee experience.

Source: Salon

Crumbl Cookies Thrives Through TikTok Popularity Despite Mixed Reviews

Crumbl Cookies has become a sensation driven by FoodTok:

Rapid Growth: Over 980 stores, 300 million cookies sold in 2022.
Innovative Flavors: Weekly rotating menu keeps fans engaged.
Strong Social Media Presence: Gained 1.6 million TikTok followers in six weeks.
Controversies:
- Criticized for overly sweet and greasy cookies.
- Profits declined 58% in 2023.
- Legal issues involving child labor violations and lawsuits against rivals.

Despite challenges, Crumbl's innovative marketing and social media strategy continue to attract attention and sales.

Source: Salon

Industry Giants Urged to Collaborate on Recycling Initiatives

Companies like Coca-Cola and Pepsi are encouraged to:

Support Deposit Return Schemes (DRS): Demonstrate commitment to recycling.
Adapt Packaging: Meet compliance with new Extended Producer Responsibility (EPR) laws.
Educate Consumers: Engage the public in recycling through effective strategies.
Collaborate: Unify recycling messages and share promotional costs.
Ensure Packaging Compliance: Meet DRS standards to foster environmental responsibility.

Source: Food Industry Executive

Navigating Economic and Consumer Shifts in 2025

The restaurant industry faces several challenges:

Economic Pressures: Inflation and high interest rates squeeze profit margins.
Labor Market Tightness: Competitive market for managers; importance of internal training and comprehensive onboarding.
Shifting Consumer Preferences:
- Medications like Ozempic reduce appetites.
- Need to adjust portion sizes and pricing for health-conscious consumers.
Value Focus: Consumers seek innovation and streamlined digital ordering.

Independent restaurants must adapt to compete with national chains benefiting from economies of scale.

Source: Networld Media Group

Warm Up the New Year with Delicious Recipes

Explore a variety of:

Cozy Soups
Satisfying Salads
Delicious Game-Day Appetizers

Crafted by the Food & Wine test kitchen and various chefs, these recipes are perfect for winter culinary exploration. Organize your favorites easily with MyRecipes recipe box.

Source: Food & Wine

Adopting the European Approach to Grocery Shopping

The European method promotes intentional and practical shopping:

Smaller, Frequent Purchases: Buy what is needed for specific meals to minimize waste.
Quality over Quantity: Focus on higher quality ingredients.
Exploration: Visit local stores like farmers markets, bakeries, and butchers.
Budget-Friendly: Reduces impulse buys and saves money.
Adaptability: Suitable for various lifestyles, promoting fresh cooking and enjoyment.

This approach encourages a more mindful and efficient shopping habit.

Source: Food & Wine

Restaurant owners discuss the stressful experiences of receiving unexpected texts or calls from staff:

Sudden Resignations: An office manager quits before a payroll switch.
Staff Call-Outs: Last-minute absences create staffing struggles.
Equipment Failures: Unexpected issues during busy times like New Year's Eve.
Emotional Toll: Negative messages from former employees.

Despite challenges, some owners receive uplifting messages from customers, highlighting the impact of their work on the community.