China's KFC and Pizza Hut CEO said that she sits and watches her customers eat. This is one way she gains important consumer behavior insights, she said at a Fortune conference. CEOs like Whole Foods' Jason Buechel and LVMH's Bernard Arnault also walk their shop floors.
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. 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.
"Just watch with heart," Wat added to Fortune. "Some things you can observe directly from the customer and sometimes talking to the store manager helps." According to Yum China, KFC is China's most popular fast-food chain , with over 11,000 outlets in the country.
Wat is not the only CEO who swears by going onto the shop.