Elevating Brick & Mortar
In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”
Episodes
Justin shares how he transformed his own recovery journey into The Maze, New York City's first alcohol-free members club, built on a "home away from home" philosophy and an obsessive eye for design and detail. He breaks down why he chose a membership model over a public café, how the physical space was engineered to compete with the city itself for people's attention, and what it takes to keep hospitality and maintenance standards ...
Geoff shares how Gong cha grew from a single tea shop in Taiwan to over 2,200 locations across 33 countries by staying obsessive about product quality, franchisee passion, and delivering a personalized guest experience at every touchpoint. He breaks down what it takes to scale a globally loved brand into the US market, how Gong cha 2.0 is redefining the in-store experience with technology and design, and why consistency from the te...
Ryan shares how the brand scaled from a single Ohio location to 65 franchises across 20 states by prioritizing franchisee selection, site psychology, and a curated in-location experience. He breaks down what it takes to maintain brand consistency at scale and how a membership model creates loyalty that holds even in tough economic conditions.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities...
Rigvi breaks down what truly useful AI looks like, grounded in outcomes like spend optimization, revenue protection, and predictive maintenance, not just convenience features or marketing buzz. He also makes the case that AI won't replace FM professionals, it will finally let them do the job they were always meant to do.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On...
Michelle describes how Truly Nolen’s “Yellow Standard” prioritizes proactivity over reactivity and innovating with purpose. She also emphasizes that great customer outcomes start with taking great care of employees.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Michelle Nolen, owner of Truly Nolen. Founded ...
Christopher shares a career spent in restaurants, not just behind a desk. He emphasizes the importance of focusing on KPIs before investing in technology, and standardizing operations while preserving your brands’ identity.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Christopher Gumprecht, VP of Marketing and Information Tec...
Paul discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Paul Walsh, CEO and Founder of Path2Max. Paul dedicates his...
Jessica Garbarino of Primark U.S. discusses the challenges and opportunities of building brand awareness in a new country. She highlights the importance of storytelling and making emotional connections with customers. She and Sid dive into in-store experience, local community design, and a measured growth strategy.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
Prim...
Tom Kay says the industry is at an inflection point — with technology, talent, and consumer expectations all shifting at once. Tom describes how facilities can shape the customer experience every day, and has never been more essential. The teams who embrace data, modern tools, and continuous upskilling will lead the next chapter of the built environment.
Welcome to Elevating Brick and Mortar. A podcast about how operatio...
Nish and Rahul discuss the major challenges facing our industry: high costs and complexity of traditional systems, a lack of real-time data, and the need for more proactive and predictive maintenance. Then they offer their solutions.
Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Nish Kanapilly and Rahul Subramany, Co-Founders ...
Aaron addresses the skilled trades gap, operational efficiency, and customer service. He also highlights the critical role of technology in supporting and elevating the skilled trades, and the future of tech in the industry.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Aaron Salow, CEO of XOi Technologies. XOi provides digital tool...
Joe describes his unique business model, which operates in convenience stores rather than standalone locations. With a focus on consistency, quality, and brand experience, Krispy Krunchy Chicken has grown to over 3,400 locations. Joe also highlights the importance of strong supply chain management, brand awareness, and good culture.
Welcome to Elevating Brick and Mortar.
A podcast about how operations and facilities drive...
Tune in for Season 5, streaming wherever you get your podcasts.
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Melissa emphasizes the importance of human interaction in the dining experience, the role of continuous improvement, and the integration of sustainability practices. Sid and Melissa also discuss the evolving expectations of consumers for values-driven brands and the necessity for businesses to adapt their physical spaces to meet these demands.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities...
Heather Robison describes the importance of consistency and culture in creating a great customer experience. She also shares the secrets to success behind Dutch Bros’ rapid growth from a small-town coffee cart to plans for over 2,000 locations.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Heather Robison, Faciliti...
Eric discusses how Salon Republic turned physical spaces into a successful product offering by creating customizable, artistic studios for independent beauty professionals. They emphasize the importance of maintaining these environments to cater to diverse needs while staying cost-effective and resilient to wear.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On tod...
Wyatt discusses the shortage of skilled labor, the role technology plays in tackling this issue, and its broader impact on the economy. Wyatt and Sid address ongoing challenges in the skilled trades industry, and what innovative solutions lie on the horizon.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Wyatt Smith, founder and CEO ...
Meaningful change for patients comes from healthcare focused on hospitality. Marcelle Parrish emphasizes the importance of a patient-focused approach in healthcare. She says that studying, understanding, and improving each step of the patient experience is crucial.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Marcelle Parrish, CCO ...
Rani says the hospitality industry needs disruption. He describes CitizenM’s efficient use of space, a community-driven environment, and integration of technology with a human touch.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels. CitizenM is a f...
Shaun discusses Capital One’s mission to integrate technology with human interaction to create welcoming, community-oriented spaces that offer more than traditional banking services.
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.
On today’s episode, we talk with Shaun Rowley, Head of Market Experience at Capital One. Capital One is a bank built on digital tool...
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