Join Nick Newbill, Marketing Director of 7 Brew Drive-thru Coffee, as he shares his journey from shift lead to marketing leader. At 7 Brew Coffee, great guest experiences are as important as the perfect brew. He highlights the brand’s core values: kindness, authenticity, and community engagement, which have built a loyal customer base.

Nick also discusses the company’s ethos, innovative loyalty programs, and franchisee onboarding process.

Here are some highlights:

What’s the most important aspect of the guest experience? (5:26)

“It’s really having genuine connections and I will say there’s a lot of other people in the QSR space that give you a script and tell you that there’s one way to do it. But really, from a Seven Brew perspective, we’re kind of ripping that apart and putting it together backwards, because we want to give each and every one of our employees the tools to do their job confidently and effectively, but we want them to be able to allow their personality to shine.”

Any tactics or tools that you specifically have found to be successful in creating a great guest experience? (8:01)

“Another thing that we’re heavily leaning into is loyalty, as most are in this day and age. But we actually have over 90% of the transactions in the Seven Brew’s system are connected to a loyalty account, so we have a huge buy-in there, which is very great…we use Touchpoint. That’s loyalty on steroids.”

Who’s someone who deserves an Ovation in the restaurant industry? (14:08)

“Crumbl Cookies… I think the thing that our team applauds the most is just the consistent, amazing and creative content. Every time I look at their social media pages, I’m mouthwatering by the end of it. So I would say if I had to give an Ovation to anyone, it would absolutely be Crumbl.”