Operationalizing for Growth while Keeping the Customer First with David Bloom, Chief Development and Operating Officer of Capriotti’s and Wing Zone

Welcome back to Elevating Brick and Mortar. The podcast about how operations and facilities drive brand performance. On today’s episode, we talk with David Bloom, Chief Development and Operating Officer at Capriotti’s and Wing Zone. Since 1976, Capriotti’s Sandwich Shop has built a name for itself by offering fanatically delicious sandwiches made with high-quality ingredients that have inspired customers and franchisees alike. And Wing Zone is one of the nation's fastest-growing takeout/delivery chains — known for its award-winning flavors of fresh, cooked-to-order chicken wings, tenders and fries. David’s background includes a long track record of strategically accelerating sustainable brand expansion and operational performance in a wide variety of industries on a global basis. David’s early career in the franchise industry began as a multi-unit franchisee and as SVP of Brand Expansion for Quiznos, growing it from a small regional brand to opening over 5,000 locations in 28 countries. In this episode, David talks about the importance of aligning on company values, operationalizing for scale and growth, and making sure your brand maintains a human connection when adopting new technology. Guest Bio: David Bloom serves as the chief operating and development officer for Capriotti’s Subs and Wing Zone, both high growth franchise brands based in Las Vegas, Nevada. David’s background includes a long track record of strategically accelerating sustainable brand expansion and operational performance in a wide variety of industries on a global basis. David’s early career in the franchise industry began as a multi-unit franchisee and as SVP of Brand Expansion for Quiznos, growing it from a small regional brand to opening over 5,000 locations in 28 countries. Subsequent senior roles included the rapid growth of numerous enterprises, including Clockwork Home Services with system wide revenues in excess of $2.5 billion, Bridge International Academies based in Nairobi, Kenya, the fastest growing education company in the developing world, Famous Brands International with approximately 900 franchised locations in over 30 countries and as President of Office Evolution, a high growth franchise in the shared work space sector. In his current role as chief development and operating officer for Capriotti’s Sandwich Shop and Wing Zone, David is responsible for all aspects of franchise development, training and support and company owned operations. — Guest Quote “So there's the physical space, coordinated with the, I'll call it the human resources side of the business and integrating those along with all the technologies that may be tracking people when they walk in the door and starting to connect with them and, you know, provide all the loyalty programs and pay access to payment and menu ordering. So it's sort of this confluence or integration of physical space, human resources and technology, and making sure it all works in a way that's seamless.” - David Bloom Time Stamps — **(02:11) - David’s Journey **(05:24) - Building a franchise **(13:53) - Leading with core values **(24:15) - The importance of the physical location **(34:30) - Post-Covid technology adoption **(43:58) - Advice to those in facilities Sponsor: ServiceChannel brings you peace of mind through peak facilities performance. Rest easy knowing your locations are: Offering the best possible guest experience Living up to brand standards Operating with minimal downtime ServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Get to know us at Servicechannel.com — Links Connect with David Bloom on LinkedIn Connect with Sid Shetty on Linkedin Check out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.