In this episode of Take-Away with Sam Oches, Sam talks with Scott Boatwright, the chief restaurant officer at Chipotle. In the nearly 5 years Scott has been with the company, Chipotle has been a rocket ship, once again becoming the standard bearer for fast casual. In 2021, that included opening more than 200 locations and developing a digital-order-only prototype with drive thru and walk-up window, and there is even more in the pipeline for 2022.

In this conversation, you’ll find out why: 

• Your dine-in guest and your off-premises guest are probably looking for two wholly different experiences
• Off-premises guests are seeking an experience more in alignment with traditional QSR
• As you seek to improve your guest experience, you should watch how your customers engage with your brand and ask them about the experience
• Ghost kitchens can be a smart way to relieve pressure off your busy restaurants in a particular trade area

Have feedback or ideas for Take-Away? Email Sam at sam.oches@informa.com.