Joey Wat, the head of KFC and Pizza Hut in China, has an unusual approach to designing new products: She sits in restaurants for hours, watching her customers eat, as Aditi Bharade reports for Business Insider.
Wat is the CEO of Yum China, the company that owns KFC, Taco Bell, Pizza Hut, and other fast-food brands in the country.
Speaking at the 2024 Fortune Global Forum, which was held in New York City last week, Wat said that she stakes out Yum China restaurants and spends “two, three hours” watching people eat. That time leads to new product ideas, like KFC China’s “mash potato burger.”
“So apparently, when kids eat the fried chicken, they eat it with the mashed potato,” she said to Fortune, explaining that Gen Z diners dipped their fried chicken into mashed potatoes and then into the gravy.
“What we can do with that insight is get rid of the bone,” she added saying that this made them launch the boneless ‘mash potato burger’ in China.”
Source: Business Insider. Read the full story here
Image: Credit Denys Vitali from Pixabay
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