Shake Shack is insanely popular in New York - and soon, in other cities as well - and for good reason: it's a good experience, from the food to the service to (yes) the line.

As Shake Shack's COO, Randy Garutti is responsible for the growth, performance and excellence of the business. Here he walks us through some of the ingredients in the Shack's success.

(Gel 2010 attendees were lucky enough to taste Shake Shack custard during the break after Randy's talk!)

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