A Conversation With Shake Shack:

Launching Innovative Digital Customer Experiences

QSR’s are rapidly developing a range of digital capabilities to drive innovative customer experiences that generate loyalty and sales.

In this recorded webinar, Zach Koff, Chief Operating Officer at SHAKE SHACK, shares how they think about the role of digital in their overall guest experience and how they are rolling out a game-changing mobile app that customers love.


  • Why Shake Shack decided to pursue a mobile ordering app
  • The app's base requirements, capabilities and how it was rolled out to 'test stores'
  • The role of user feedback and on-location testing
  • The operational impact of a new digital experience
  • Shake Shack's plans for the future

Shake Shack is a modern day “roadside” burger stand serving a classic American menu of premium burgers, hot dogs, crinkle-cut fries, shakes, frozen custard, beer and wine. With its fresh and simple, high-quality food at a great value, Shake Shack is a fun and lively community-gathering place with widespread appeal. Shake Shack currently operates over 100 company owned locations in the US and over 40 licensed franchises across Europe, the Middle East and Asia. Shake Shack is re-defining what a quick service restaurant can be, and the company experienced sales growth over 40% in 2016.


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About the Speakers:

Zach Koff - Chief Operating Officer at Shake Shack

Zach Koff is the Chief Operating Officer at Shake Shack, having previously served as Shake Shack’s Vice President of Operations from April of 2012 until December of 2016. Prior to becoming Vice President of Operations, Mr. Koff served as Director of Operations since February 2010, and opened Shake Shack’s 4th location in Miami Beach. Prior to leading operations for Shake Shack, Mr. Koff worked for the Bravo/Brio Restaurant Group for eight years, and opened and operated locations in five markets. Mr. Koff graduated from Cornell University’s School of Hotel Administration in 2002 with a Bachelor’s Degree in Hospitality Administration and a concentration in Law.

Pete Blair - VP, Marketing

Pete brings 20+ years of experience to his marketing leadership role. His hands-on experience includes marketing communications, product marketing, product management, lead generation, supply chain management, consulting and software development. He previously served as VP of Global Marketing for TradeStone Software and was the Head of Marketing for Kiva Systems, which was acquired by Amazon.