Joey Wat, CEO of Yum China, emphasizes her unique product development approach by spending hours observing customers at KFC and Pizza Hut to gain insights into their eating habits. These sessions, she notes, directly inspire new menu items, demonstrating the value of engaging with customers at the ground level. Through this method, she witnessed the trend of Gen Z customers dipping fried chicken into mashed potatoes and gravy, leading to the introduction of the boneless "mash potato burger."
By closely observing her patrons, Wat highlights how simple behaviors can spark innovative ideas. This hands-on approach is not unique to her; other CEOs like Jason Buechel of Whole Foods and Bernard Arnault of LVMH also prioritize direct engagement with their consumer base. Wat's dedication to understanding customer preferences through watching and interacting with them underscores the importance of adaptability in product offerings in the fast-food industry.
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