26 Secrets to Great Service at Quick-Service Restaurants

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On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service.

Tune in to learn:

  • Why speed and quality are crucial in the QSR industry, but why it’s important to find a balance between the two.
  • Why consistency is key in creating a loyal customer base in QSRs.
  • How innovation plays a vital role in driving business growth and enhancing the customer experience in the QSR industry.
  • How involving consumers in the innovation process through ideation sessions and consumer taste tests can lead to successful menu innovations.
  • The ways Jack in the Box sets itself apart through its diverse menu, all-day breakfast, and customization options.
  • Why fostering a culture of innovation and creativity requires exploring food trends, conducting consumer research, and prioritizing the guest experience.
  • Why cutting corners in the pursuit of cost savings can negatively impact the quality and consistency of menu items.
  • How regularly monitoring guest insights and sales data can help identify changes in consumer preferences and make necessary improvements.

About the Guest:

“Ryan Ostrom joined Jack in the Box as Executive Vice President and Chief Marketing Officer in February 2021. Ostrom joined the company with over 15 years of marketing and branding experience, with a passion for driving innovation through creative consumer strategies. Before Jack in the Box, Ostrom served as Chief Brand Officer for General Nutrition Centers (GNC), where he helped lead the transformation of GNC from a traditional retailer to a global digital brand by modernizing their marketing, eCommerce, innovation, and product development. Previously, Ostrom served roles at Yum! Brands, Kenmore, Craftsman & DieHard at Sears Holding Corporation, and Reebok. During his time at Yum! Brands, Ostrom enhanced KFC’s global store and ecommerce customer experience.”

Ryan leads Jack in the Box’s iconic brand marketing, overseeing out-of-the-box campaigns like the chain’s 2023 collaboration with Snoop Dogg that launched Snoop’s “Munchie Meal” and Jack Box being named to People’s Sexiest Man Alive. Behind the scenes, Ryan leverages his unique C.R.A.V.E.D strategy to keep the brand at the forefront of the industry.

Ryan’s innovative marketing strategies have established Jack in the Box as “The King of Late Night,” cementing the regional fast-food brand’s unique voice amongst national competitors.”

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Episode 26