PODCAST · business
Elevating Brick & Mortar
by ServiceChannel
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
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A Third Place Reimagined: How to Design for Belonging
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…
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Pouring Success: Strategies for Growth in the Food and Beverage Sector with Geoff Henry, President of the Americas at Gong cha
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...
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Franchise Foundations: The Role of Site Selection and Design with Ryan Rao, Chief Development Officer at VIO Med Spa
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…
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From Buzzwords to Business Impact: AI’s Role in Facilities Management with Rigvi Chevala, CPTO at ServiceChannel
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...
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Protecting Reputation Through Proactive Service, with Michelle Nolen of Truly Nolen
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...
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How to Scale Brands without Losing their Soul, Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands
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...
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Why Facilities Is Everyone’s Business, from the C-Suite to the Store Floor
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...
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How Primark Blends Storytelling and Store Design, with Jessica Garbarino
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…
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How FM Teams Drive Brand Success with Tom Kay, Managing partner at Efficio advisors
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...
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Reducing Downtime, Costs, and Carbon in One Move with Nish Kanapilly and Rahul Subramany, Co-Founders of Monaire
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...
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Transforming Frontline Work with Aaron Salow, CEO of XOi Technologies
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…
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How to be a Store-In-Store Success with Joe Gordon, Chief Supply Chain and Technology Officer at Krispy Krunchy Chicken
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…
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Season 5 Trailer
Tune in for Season 5, streaming wherever you get your podcasts. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
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Bringing Humanity to Your Service Model with Melissa Ng, SVP of Design and Construction at CAVA
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...
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Behind the Brew: How Dutch Bros Builds for Joy, with Heather Robison, Facilities Manager at Dutch Bros Coffee
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…
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The Built Environment as a Product with Eric Taylor, Founder and CEO of Salon Republic
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...
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Filling the Gap in America’s Workforce Shortage with Wyatt Smith, Founder and CEO of UpSmith
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.…
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Why Healthcare Needs Hospitality to Grow with Marcelle Parrish, CCO of ClearChoice Dental Implant Centers
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...
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Designing Spaces to Delight Customers and Shareholders with Rani Gharbie, Managing Director of Investment & Development at CitizenM Hotels
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...
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Reimagining the Banking Experience with Shaun Rowley, Head of Market Experience at CapitalOne
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...
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Pursuing Innovation in Franchising with Sanjay Jain, Chairman of the National DCP Board of Directors
Sanjay shares how to run a successful franchise by following brand processes and adjusting to the shift towards digital, loyalty-driven operations. He also discusses the value of enterprise risk management, compliance, and consistency. Welcome to Elevating Brick and Mortar. A podcast about how...
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The Built Environment Enters Its Smart Era with Richard Leurig, President of Accruent
Richard and Sid discuss the balance between advancing technology and addressing current business needs, including the importance of AI in adding to human capital. Richard describes his vision for the future: one that’s approaching faster than we think. Welcome to Elevating Brick and Mortar. A...
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The Future of Fitness with Mike Gray, President of Rumble Boxing and Former President of Club Pilates
It can be hard to establish reliable culture and community in a standardized physical environment. Mike Gray describes how he does so across his franchises, and what makes for good franchise management. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive…
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Breaking Down Silos with Dave Tarantelli, VP of Systems at Citizens
Dave discusses the evolution of his career, the importance of data-driven decision-making, and adapting along with consumer behavior. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Dave Tarantelli, VP…
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Why Variety and Consistency Wins with Brian Nay, Director of Field Services at RaceTrac
Brian describes how Racetrac has evolved to fill the needs of the modern consumer. He and Sid discuss the importance of technology in maintaining operational efficiency, and how to deliver a consistent customer experience. Welcome to Elevating Brick and Mortar. A podcast about how operations and...
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Season 4 Trailer
For the past three seasons, Sid has talked with thought leaders from across various industries and functions. They've discussed the impact of the built environment on delivering on your brand promise, combatting the skilled trades gap, the customer of the future, and more. In Season 4, we’re...
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Debunking the Retail Apocalypse Myth with Bill Yanek, CEO of ConnexFM
Bill discusses the rise of smart facilities, the importance of expanding your network, and why the retail apocalypse isn’t as close as everyone says it is. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk…
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Unconventional, Community-Centered Brand Building with Wing Lam, Co-Founder and Owner of Wahoo’s Fish Taco
Wing describes his own genuine, unique, and effective way of standing out while building his brand. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Wing Lam, Co-Founder and Owner of Wahoo’s Fish Taco....
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Winning Over the New Discerning Consumer, with Myriah Kingen, Director of Facilities Management at Tractor Supply Co.
Myriah explains the critical role of collaboration, innovation, and adaptation in overcoming industry challenges. She emphasizes the value of integration and partnership, as well as cohesive teamwork across departments and with vendor partners. Welcome to Elevating Brick and Mortar. A podcast…
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The Shifting Supply & Demand of Physical Space with Tom McGee, President and CEO of ICSC
Tom discusses the retail industry’s adaptability to changes like the rise of e-commerce and shifting consumer demands. He also notes, however, that a major challenge is a lack of supply to meet the demand for physical retail space, due to minimal new development. Welcome to Elevating Brick and...
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Retail’s Online and Offline Convergence with Anjee Solanki, Head of US Retail at Colliers
Anjee shares insights from Colliers’ consumer studies. She describes the shift from traditional shopping habits to a more digital and socially driven approach, and notes the importance of integrating online and offline shopping experiences in order to cater to modern consumer preferences. Welcome...
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The Restaurant of the Future with Wade Allen, EVP of Strategic Growth at Costa Vida
Wade discusses the importance of seamless integration between physical and digital experiences. He describes a future where tech enhances operational efficiency, while preserving the people-first nature of hospitality. Wade envisions a future where every channel for accessing food is not only…
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25 Tips for Facilities Transformation
This year, ServiceChannel commemorates its 25th anniversary. To celebrate, we’ve put together 25 of the most interesting tips for facilities transformation from some of our guests over the past three seasons. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities…
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The Jobs AI Won’t Displace with Frankie Costa, CEO of Helios Service Partners
Let’s debunk the myth about higher education and success: it’s important to promote the trades as a viable and meaningful career. Frankie also explains how a heavy focus on talent made his business more successful than ever. On today’s episode, we talk with Frankie Costa, CEO of Helios Service...
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A Spotlight on the Power of Trades, with Jackie Aubel, host of “Toolbox for the Trades” podcast
Jackie discusses the often-overlooked value of contractors, as well as the PR challenges facing the facilities industry. It’s critical to emphasize the importance of trades, and to attract talent with not only wages, but top-notch company culture. Welcome to Elevating Brick and Mortar, A podcast...
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Top Service Innovations in Hospitality, with Caitlin Wischermann Ornitz, VP Strategy at Champagne Hospitality
Caitlin describes how the hospitality industry can innovate for the guest of the future. Her insight on building true connections between locations, guests, and locals contains wisdom for leaders in all consumer-facing industries. Welcome to Elevating Brick and Mortar. A podcast about how...
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Solving the Skills Gap With VR, with Doug Donovan, CEO and Founder of Interplay Learning
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Brands everywhere are struggling to compete during a shortage of skilled workers. By making skill and trade training more accessible, we can start to address one of the industry’s biggest...
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Redefining A Category Through A Hospitality Mindset, with Allison Turner, SVP of Real Estate and Development at Bond Vet
Allison talks about why loyalty looks like hospitality, the importance of beautiful spaces in retail healthcare, and how to achieve brand consistency across your locations. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. A good...
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The New Horizon of Retail Sustainability and Profitability, with Joshua Witte, Director of Energy, Sustainability, and ESG at Dollar Tree Stores
Today we’ll hear from Joshua Witte, Director of Energy, Sustainability, and ESG at Dollar Tree Stores. Dollar Tree is a Fortune 150 company and one of the nation’s leading value retailers. They offer a wide selection of products at extremely competitive prices. At Dollar Tree, Joshua brings his...
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Season 3 Trailer
Season 3 is launching soon – and we are leveling up! Check us out in full video on Youtube to really get to know our guests - some of the most inspiring thought leaders in the space. They’ll join Sid to discuss the crucial role that Facilities, Construction and Operations play in designing and...
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Season 2 Recap: From AI to Robotics, The Future is Already Here
In Season 2 of Elevating Brick and Mortar, many interviews discussed tech advancements that elevate the customer experience. Today we’re recapping how digital experiences in a physical space make time in a store better. From AI to robotics to drones, all improve operations and deliver a human…
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High Impact Brands Embrace Sustainability and Community with Leigh Pearson, Sr. Director of Facilities, Sustainability, Sourcing, & Procurement at Staples Canada
Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Leigh Pearson, Sr. Director of Facilities, Sustainability, Sourcing, & Procurement at Staples Canada. Staples Canada provides expert knowledge, unique...
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Gaining Loyalty From the Most Demanding Customers, with Mark Warren, Vice President of Facilities, Real Estate & Development at KinderCare
In this episode of Elevating Brick and Mortar, Sid interviews Mark Warren about how valuable physical spaces are to the entire childcare industry. Mark describes the importance of a well-maintained brick and mortar to establish trust with his clients–parents of young children. TIMESTAMPS…
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When AI Levels Up Your Kitchen, with Mike Guinan, Vice President Operations Services at White Castle
On today’s episode, we talk with Mike Guinan, Vice President Operations Services at White Castle. White Castle is America's first fast-food hamburger chain, started in 1921. The family-owned business now owns and operates more than 350 restaurants. Mike Guinan has worked in many roles since he...
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Living Up to Your Customer’s Values, with Marco Zanardi, President of Retail Institute Italy
Welcome back to Season 2 of Elevating Brick and Mortar! The podcast about how operations and facilities drive brand performance. In this episode, we talk with Marco Zanardi, President of Retail Institute Italy. Retail Institute Italy is a non-profit Association Focused in the Marketing at Retail...
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Seamless Experiences That Drive Revenue with John Ludlow, VP of Omni Operations at Designer Brands
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with John Ludlow, VP of Omni Operations at Designer Brands. Designer Brands is a leading footwear and accessories retailer that operates a portfolio of retail...
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CX Belongs in the C-Suite with Deena McKinley, Chief Experience Officer at Papa Gino’s Pizza and D'Angelo's Grilled Sandwiches
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Deena McKinley, Chief Experience Officer at Papa Gino’s Pizza and D'Angelo's Grilled Sandwiches. Papa Gino’s is a family-owned restaurant chain…
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Bringing Your A-Game to Brand Preservation with Kirk Beaudoin, Award-Winning Facilities Leader
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Kirk Beaudoin. Kirk is a passionate and personable Facilities Management professional with over 20 years of industry experience across multiple global...
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Defending the Castle with Facilities with Morgan Seghin, Facilities Manager for Swarovski
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Morgan Seghin, Facilities Manager for Swarovski. Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy...
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Facilities as a Growth Engine with Jamie Goldberg, Vice President Real Estate and Development at One Medical
Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Jamie Goldberg, Vice President of Real Estate and Development at One Medical. One Medical relies on people-centered design, smart application of…
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ABOUT THIS SHOW
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.”
HOSTED BY
ServiceChannel
CATEGORIES
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Frequently Asked Questions
How many episodes does Elevating Brick & Mortar have?
Elevating Brick & Mortar currently has 69 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Elevating Brick & Mortar about?
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...
How often does Elevating Brick & Mortar release new episodes?
Elevating Brick & Mortar has 69 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Elevating Brick & Mortar?
You can listen to Elevating Brick & Mortar on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Elevating Brick & Mortar?
Elevating Brick & Mortar is created and hosted by ServiceChannel.
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