![Voice, Value, and the Review Economy: The Future of Reputation Management [ft. Gather Media] cover art](https://m.media-amazon.com/images/I/51JKWG5hTWL._SL500_.jpg)
Voice, Value, and the Review Economy: The Future of Reputation Management [ft. Gather Media]
Failed to add items
Sorry, we are unable to add the item because your shopping cart is already at capacity.
Add to basket failed.
Please try again later
Add to Wish List failed.
Please try again later
Remove from Wish List failed.
Please try again later
Follow podcast failed
Unfollow podcast failed
Voice, Value, and the Review Economy: The Future of Reputation Management [ft. Gather Media]
-
Narrated by:
-
By:
About this listen
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
No reviews yet
In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.