Five Things Customers Demand From QSR Apps


The Role of Digital and Mobile Apps in QSR

QSRs 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


Zach Koff

Zach Koff

Chief Operating OfficerShake 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

Pete Blair

Vice PresidentApplause

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.


Applause is the worldwide leader in enabling digital quality. With the Product Excellence Platform, Applause provides a harmonized approach to quality that drastically improves testing coverage, reduces costs and speeds time-to-market for websites, mobile apps, IoT and in-store experiences.