Jeremy Julian is the COO of CBS Northstar, an industry leader in hospitality POS technology, helping restaurants maximize efficiency and profitability. With its software, hardware, and portfolio of services, CBS offers thousands of restaurants the peace of mind that comes with a smooth POS experience. Jeremy is in touch with the challenges and issues facing restaurant operators in the area of technology systems all while keeping the human touch at the forefront.

Here are a few highlights from this episode:

What is the most important aspect of the guest experience nowadays?

Connection.

“It’s connection to the brand and connection to the experience. I think it’s connection to what it is that you’re offering value to that customer again . . .

It’s the guest connection to getting what is expected from that brand and what ultimately creates the loyalty. “

What are some successful skills or tactics you’ve tried lately?

“In the tech space, it’s as much about staying connected as it is about being present. I mean, it was really tough through Covid the last couple of years, because you weren’t as present with those people. But as you would share experiencing us inside of a brand with customers that are existing customers, or previous customers, or whatever you can see, the level of genuine connection that we have with people.“

Who deserves an Ovation in the industry?

Carl Osbourn & Meredith Sandland, authors of “Delivering The Digital Restaurant, The Path to Maturity”

“They have this whole idea of digital and in person really really mapped out in both of their books. And and if you Haven’t already found who they are, they’re doing some really, really amazing stuff on the restaurant side.”