Is Your Customer Experience Franchise Worthy?

Perfecting the customer experience is the first step toward building a successful franchise model, but guaranteeing that your customers have a delightful interaction with your brand doesn’t start when they order. And it certainly doesn’t end at payment.

The customer experience actually starts much earlier….with a guest’s hungry stomach…. and ends long after they’ve finished their meals. Today’s brands must do everything in their power to please the guest at each stop along their journey from choosing where to eat, what to order and how to pay to what food photos to post and who to tell about their experience.

Experts in this session will share with franchisees how to keep menus up to date while streamlining even the most complicated orders and how to increase accuracy and improve speed of service.


Scott Ford | President | Goodcents Franchise Systems

Scott Ford has more than 30 years experience building and leading top brands in the restaurant industry. As the president of Goodcents Franchise Systems, Ford oversees the strategic vision of the business, including franchise growth and overall customer experience. Ford lead the charge on a successful new digital consumer interaction and ordering strategy for the business, as well as new up-to-the-minute reporting technology for franchisees and e-learning platform for training new employees. Prior to joining Goodcents in 2010, Ford held various leadership positions at Applebee’s and Boston Market.

James O’Reilly | CEO | Long John Silver’s

James O’Reilly joined Long John Silver’s in March 2015 after three years at Sonic Drive-In as SVP / Chief Brand Officer and Chief Marketing Officer. James brings to the role more than 20 years of food service executive leadership, including a variety of domestic and international leadership positions for many prominent brands including Einstein Noah Restaurant Group, Yum! Brands, and Procter and Gamble Inc. James earned an MBA from York University and B.S. in Biochemistry from McMaster University. James is married to Marie and they have two sons attending college full time.

Marla Topliff | President | Rosatti’s Pizza

Marla Topliff has been President of Rosati’s Pizza since 1999. As corporate spokesperson, she manages vendor and store relationships and HR. She’s Chairman of the NRA’s Pizzeria Council and an IFA member. Marla has been featured in Entrepreneur Magazine, Suit Magazine, and Chain Pulse Magazine and digital publications. In 2012, she was a keynote speaker at the Pizza Expo. She’s led Rosati’s Pizza to be in Entrepreneur Magazine’s Franchise 500, Top 100 Pizza Companies by Pizza Today and Franchise Times’ Top 300. Marla was featured in Franchise Update Magazine’s Q1 2014 as one of the 24 Leading Women in Franchising.


Ken Willis | Vice President | MicroSale

Ken Willis is Vice President at MicroSale Point of Sale Systems. In this role, he has overall General Manager responsibilities for installations and support, as well as direction of Sales and Marketing efforts. Additionally, Mr. Willis held positions in regional and account management with Sharp Electronics and Squirrel Point of Sale Systems. As co-owner of Touch Tech Caribe, a Squirrel Systems dealership based in Puerto Rico, managed the business development throughout the Caribbean. Mr. Willis held food and beverage management roles with Hilton International Hotels, Hilton Hotels and Doubletree hotels

session sponsor