In this episode of the Built By Me Podcast, Taina and Mo sit down with David Lafleur, SVP at Cluster POS and a true veteran in the restaurant POS space with over two decades of experience. David shares insights from his journey from building and exiting his first POS business, Volos, to joining Cluster POS and how he's solving real-world restaurant problems with modern, customizable technology.

David discusses the significant evolution in restaurant technology over the past 20 years, highlighting how the newer generation of restaurant owners approach technology differently – they're more tech-savvy, research-oriented, and have higher expectations for their POS systems. He emphasizes the importance of focusing on ROI rather than just monthly costs when investing in restaurant technology, noting that many restaurant owners overlook the potential savings and efficiency gains.

The conversation explores how restaurant technology needs differ between fine dining and fast-casual establishments, with David explaining the challenges of implementing new systems in traditional restaurant environments versus more adaptable quick-service operations. He shares insights on the restaurant industry's remarkable resilience through COVID and economic challenges, noting how restaurants continually adapt and find new solutions.

Looking to the future, David provides fascinating perspectives on how AI is transforming restaurant technology – from predictive sales and inventory management to customer service and staff training. While enthusiastic about AI's potential, he emphasizes that it will enhance rather than replace human elements in the restaurant experience.

Whether you're a restaurant owner looking to optimize operations, a tech enthusiast interested in industry innovations, or an entrepreneur seeking insights on business resilience, this episode offers valuable perspectives on the evolving relationship between restaurants and technology.

Key Topics Discussed:
David's journey from building and exiting Volos POS to joining Cluster POS (00:01:30)
How restaurant tech needs differ between fine dining and fast casual (00:03:30)
The evolution of restaurant owner technology expectations (00:06:00)
Why restaurants should focus on ROI rather than just monthly costs (00:08:30)
The restaurant industry's remarkable resilience through COVID and beyond (00:14:00)
How AI is transforming restaurant operations and POS systems (00:19:30)
The integration vs. building debate in restaurant technology (00:24:00)
David's rapid-fire takes on restaurant tech trends (00:29:00)

Guest Information:
David Lafleur, SVP at Cluster POS
Over 20 years of experience in restaurant POS systems
Previously founded and exited Volos POS in 2020

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Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Andreanne Rondeau, founder of StratLX and a leading expert in loyalty marketing with over 20 years of experience designing and launching successful loyalty programs across retail, hospitality, telecom, and more.

Andreanne shares her insights on the significant shifts in loyalty marketing over the past two decades, from technological advancements making loyalty programs more accessible to smaller brands, to the elevation of loyalty from a marketing initiative to a business strategy discussed at the C-suite level.

The conversation explores how AI is transforming loyalty programs, with surprising research showing that over 30% of consumers (and 55% of younger generations) are more likely to join a loyalty program if it uses AI to help them maximize their benefits. Andreanne emphasizes the importance of transparency in how brands use AI and customer data.

A significant portion of the discussion focuses on the challenges of omnichannel integration and personalization. Andreanne explains that true personalization can't exist without seamless integration across all customer touchpoints, highlighting the frustration customers feel when recognized in one channel but treated as a stranger in another.

The episode also covers subscription-based loyalty models, with Andreanne providing insights on when they make sense and how to ensure the value provided exceeds the subscription cost. She shares Nike as an example of a brand excelling at loyalty through community building and providing tools that support customers in their product usage, rather than just focusing on transactions.

Whether you're a business owner looking to improve customer retention or a marketer interested in the latest loyalty trends, this episode offers valuable insights into creating meaningful, lasting customer relationships in today's digital landscape.

Key Topics Discussed:

The evolution of loyalty from marketing initiative to business strategy (00:04:00)

How AI is transforming loyalty programs and consumer perceptions (00:07:00)

The challenges of omnichannel integration for personalization (00:11:00)

The data trade-off: customer expectations when sharing information (00:13:00)

Subscription-based loyalty models: when they make sense (00:16:00)

Nike's approach to loyalty through community and tools (00:20:00)

The importance of transparency and trust in loyalty programs (00:25:00)

The future of loyalty as an enterprise-wide strategy (00:35:00)

Guest Information:

Andreanne Rondeau, Founder of StratLX

Website: StratLX.com

Connect with Andreanne on LinkedIn

Connect With Us:

Follow the Built By Me Podcast on social media @BuiltByMePodcast

Don't forget to like, comment, and subscribe to our channel

Share your thoughts in the comments below

Until next time, keep building!

In this episode of the Built By Me Podcast, Taina and Mo sit down with Johnny Alfonso and Adriano Fiore, the innovative minds behind Reliable Robots. This Canadian company is revolutionizing how businesses handle repetitive tasks through automation, allowing staff to focus on what truly matters—human connection and customer experience.

Johnny and Adriano, friends since high school drama class, share their journey of building a robot distribution and implementation company that's changing the service industry. Rather than building robots from scratch, they've taken the innovative approach of bringing existing technology to businesses that need it most, from restaurants to hotels and healthcare facilities.

The conversation explores how their robots—which can carry heavy loads, deliver food, and even clean floors—are designed to enhance human work rather than replace it. As Johnny explains, when 35-40% of a server's day is spent walking back and forth carrying heavy loads, robots can take over these physically demanding tasks, freeing staff to focus on customer interactions and experience.

The duo also discusses the future of automation, comparing the adoption curve of service robots to that of self-service kiosks in fast food restaurants—a technology that went from novelty to ubiquitous in just a few years. With robots that can navigate elevators, call hotel rooms for deliveries, and even express emotions (their cleaning robot "cries" when put in manual mode), Reliable Robots is making automation accessible and practical for businesses of all sizes.

Whether you're a business owner curious about automation, a tech enthusiast interested in practical robotics, or simply wondering how robots and humans will work together in the future, this episode offers fascinating insights into the technology that's already transforming the service industry.

Key Topics Discussed:

How Reliable Robots started and the friendship behind the company (00:04:00)

Why you don't need to be an inventor to be an innovator (00:06:00)

How robots free up 35-40% of staff time for better customer service (00:08:30)

The balance between human touch and automation in hospitality (00:09:30)

Comparison between ChatGPT for office workers and robots for service staff (00:14:00)

The different robot models and their capabilities, including the "crying" cleaning robot (00:16:30)

How robots are trained "like walking a dog" through facilities (00:24:00)

Advanced features like elevator integration and room service delivery (00:26:00)

Addressing the "robots are stealing our jobs" concern (00:22:00)

Guest Information:

Johnny Alfonso and Adriano Fiore, Co-Founders of Reliable Robots

Website: ReliableRobots.ca

Connect with them on LinkedIn and Instagram

Connect With Us:

Follow the Built By Me Podcast on social media @BuiltByMePodcast

Don't forget to like, comment, and subscribe to our channel

Share your thoughts in the comments below

Until next time, keep building!