Laura Livers joined Intouch Insight in July 2021, bringing a wealth of experience in customer experience utilizing a myriad of research methodologies. 

Prior to joining Intouch Insight, Laura served as the EVP, US Qualitative Solutions for Schlesinger Group following the acquisition of Focus Pointe Global, where she served as Chief Executive Officer. Laura has led the successful integration of eight companies and panels to deliver one seamless, exceptional brand experience for clients. She believes in the power of data and is passionate about empowering her team to help clients bring the voice of the customer into the boardroom. Her objective is simply to provide the world’s best service offerings through intelligent recruitment, emerging technologies, world-class project management, compliance excellence, and trusted relationships.

Laura’s expertise in marketing research and data collection includes partnering with all types of researchers, including insights providers, brand and consulting agencies, and Fortune 500 companies. Prior to joining Focus Pointe Global in 2009, Laura served as President of mystery shopping firm Shop‘n Chek Worldwide, now MarketForce.

Specialties: Leadership, M&A/Acquisitions, Strategic Planning, Operations, P&L/Budgeting, Sales & Marketing, Quality Assurance, Personnel & Performance management

Hard to believe it’s been 4 years at Intouch Insight.
Time really does fly when you're doing work you care about.

I joined SeeLevel HX in 2021, and not long after, we became part of Intouch Insight.
Since then, it’s been a wild and rewarding ride.

I’ve worked with amazing people.
And learned more than I could’ve imagined about growth, leadership, and what it takes to keep the customer at the center of everything.

A few things I could share from what I learned?

✔️ Culture isn’t something you merge, it’s something you build
✔️ Listening well is a superpower
✔️ Great teams don’t just get results, they lift each other up

I’m so grateful to be part of this team.
And I’m excited for what’s ahead.

Thanks to everyone who’s been part of this journey!

Laura Livers

Chief Revenue Officer at Intouch Insight | Driving Revenue Growth with Strategic Insights

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Weekends at restaurants are supposed to feel special.
But sometimes, they don’t.

It takes one wrong order to turn a fun night out into a frustrating one.

We hear it in guest feedback all the time:
“I was really looking forward to this, and it just didn’t feel good.”

And just like that, a missed moment.

Fridays and Sundays matter.
Birthdays, post-game treats, just-because meals, these are memories in the making.

Our teams are out there working hard.

And the goal stays the same.
Make it feel good. Make it feel right.

That’s why we’re working with QSR leaders to really listen.

To understand what’s working (and what’s not).
To fix the small stuff before it becomes big stuff.
To make sure every weekend feels smooth, warm, and worth it.

We help QSR teams listen better, spot weak spots, and turn service misses into standout moments.

If that sounds like something your team could use, let’s chat!

Some employees stop trying. Others stop caring.
But both start with injustice.

You won’t always see it happening.
Maybe someone keeps getting passed over for key shifts.
Or a frontline worker speaks up once, gets ignored, and never tries again.

That’s how injustice shows up in QSR teams:
Quiet. Repetitive. Expensive.

Here are 3 signals I’ve noticed of early-stage injustice:

1) Recognition feels inconsistent or politicized
2) Promotions don’t match performance
3) Some voices always speak. Others never do.

And here are 3 things leaders can do to avoid injustice:

 ✅ Review how you recognize and reward effort, not just outcomes
 ✅ Ask team leads: “Who on your team is quietly frustrated?”
 ✅ Share the why behind decisions, not just the outcome

Remember: fairness is retention fuel.
If your team doesn’t trust how decisions get made, they won’t trust what you ask of them next.

Can you be empathetic and hold people accountable?
Let’s talk about it.

The hardest leadership conversations aren’t usually about facts.
They bring out feelings.

Empathy is the skill that separates damage from growth.

I used to approach tough conversations like checklists:
Be clear. 
Be firm. 
Stick to the point.

What did I miss?
The human part.

One moment changed that:
I was giving performance feedback.
I was clear. I was prepared.

But I never asked:
“How are you doing, really?”

And the result?
They shut down.

I realized then: You can’t coach someone who doesn’t feel safe.

So let me share how empathy helped me approach hard conversations:

🔹 Start with curiosity, not correction
🔹 Watch body language as much as words
🔹 Reflect emotions before jumping into solutions
🔹 Ask open questions, then actually pause
🔹 Remember: clarity lands better after connection

Empathy won’t replace accountability.
It will just make it sustainable.

If people feel seen, they will stay engaged, even if things are hard.

You don't need 20 years of experience to lead. 
You need someone willing to bet on you.

Alicja Drazek became a McDonald’s franchisee at 30.

Today, she runs 3 restaurants.
Her secret?

Care about your people.

Give back to your community.
And always keep learning.

Alicja didn’t just study business.
She worked the fryer, the register, the floor.
She trained for two years in every role.

Now, she mentors young managers.
 
Some are just 20.
They join meetings. They learn the numbers.
They are hands-on in the business.

She makes it fun, too.
Shoutouts. Contests.

A culture where everyone feels seen.

Alicja says:
“We operate differently when people understand WHY decisions matter.”
 
That’s how trust grows.
That’s how leaders grow.

She’s also big on giving back to youth programs, mental health support, and Ronald McDonald House Charities.

And her message to women in business?
“There’s always room at the table. Your voice matters.”

How do you help young talent grow?

No chicken brand in America commands loyalty like Chick-fil-A. 
 
The results speak to years of disciplined excellence: 
 
📈 $21.58B in sales 
🥇 45.5% market share in the category 
💡 $9.3M AUV for non-mall locations 
📍 Now in 48 states and over 3,000 restaurants 
💬 Top marks in friendliness, cleanliness, and execution 
 
So what’s behind that kind of performance? 
 
-Chick-fil-A Restaurants delivers consistency where it counts. 
-Staff interactions that feel sincere. 
-Dining rooms that feel intentional. 
-Food that shows up exactly as expected. 
 
In an industry known for high turnover, emotional predictability is a competitive advantage. 
For QSR operators, the takeaway is clear: 
 
✔️ Loyalty follows reliability 
✔️ AUVs rise when guest experience becomes habit 
✔️ Great execution earns emotional trust and repeat visits

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