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Episode 11: Gather Media

Voice, Value, and the Review Economy: The Future of Reputation Management

Panelists: Episode 11

Who We Interview in This Lessons from the Field

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Katie Garcia
Founder
Gather Media
A woman with long blonde hair, wearing a white top and cardigan, stands outdoors in a grassy area with trees in the background, smiling at the camera during Lessons From the Field Episode 10.
A yellow sunburst with a pink circle in the background features the white handwritten words "Gather Media Co." in the center, highlighting Lessons From the Field Episode 10.
Susie Ragland
CMO
Gather Media
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Listen: Lessons from the Field Episode 10

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Watch: Lessons From the Field Episode 11

Video Recording: Full Episode

Lessons from the Field: Episode 11 Overview

Voice, Value, and the Review Economy: The Future of Reputation Management

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).
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Selected Highlights: Lessons from the Field Episode 11

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