Get ready to uncover the mysteries behind the success of Groucho’s Deli, an iconic restaurant that’s stood the test of time for 80 years. Deric Rosenbaum, the president of this thriving chain, joins us on the show to share his insights on a two-fold approach to innovation and the significance of open platforms.
What is the most important aspect of guest experience nowadays?
“Finding the right balance and confluence of “phy-gital”, the physical space and the digital space, because we’re now swimming in all those channels all day long.“
What tactics have you used to improve the guest experience?
“We’re big believers in reputation management, especially in the digital space. We respond to every piece of feedback, whether it’s native to us, coming from you, direct consumer feedback, or whether it’s third party for online feedback from Google/Yelp. We want to hear from our customers, we want to figure out ways to remove the frictions, we want to identify pain points in our operations and be able to correct those.“
Who in the restaurant industry deserves an Ovation?
David “Rev” Ciancio
“He connects restaurants with the right people. He connects technologies with the right customers. He genuinely cares about this industry as a whole.”