Episode 11 | 06/19/25

Episode Overview

From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear.

In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might be your most underutilized sales lever.

Key Takeaways:

[Insight #1] – Start small, but start

• A 20-response library is better than none. Review management is a marathon, not a sprint.

[Insight #2] – Don’t ignore the weird ones

• Even bizarre reviews can reveal trends—or drive loyalty with the right response.

[Insight #3] – Brand voice matters online

• Guests want to feel your personality in how you respond. (Yes, even through a haiku.)

[Insight #4] – Routing is everything

• Feedback should reach ops, legal, and even franchisees to be truly actionable.

[Insight #5] – AI is a tool, not a replacement

• Human-led, brand-driven responses still win hearts (and five-star ratings).

Mentioned in the Episode:

• Best Practices Award (BPA)
• Operationalizing Guest Feedback—and Why It All Starts with Caring:
  Insights from Torchy’s Tacos
• Gather Media
• GuestXM