Customer Feedback Matters - For Bryan Rutcofsky, customer feedback is a key cog in the decision-making process of consumers. Marqii can dig deep into that data and give actionable steps to the establishments to address what is being said, positive or negative.
AI Power Personal Responses - Answering customer feedback is necessary, but can be tedious. Instead of programming canned, generic answers, Marquii can use AI to help businesses create genuine, specific responses to customers.
Being “Crawlable” - Being searchable and crawlable is important to a business in today’s digital landscape. For business to accomplish this, Rutcofsky says three things matter, location, relevance, and prominence.
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On the latest episode of Data Delicacies powered by Incentivio and hosted by Arun Kumar, Bryan Rutcofsky, co-founder and CRO of Marqii, shared valuable insights on the evolving digital landscape for businesses, particularly within the restaurant and hospitality industries.
The Power of Customer Feedback
Rutcofsky has a full understanding of the critical role of customer feedback in shaping consumer decisions and improving business operations.
"It matters to the consumers that are searching," he said. “We can really kind of dive deep into understanding the meaning behind the reviews and give actionable feedback to the restaurant to understand what's actually happening.”
Rutcofsky believes that reviews are not just a reflection of customer experiences but a direct line of communication between diners and restaurants. For Marquii, this line of communication enables businesses to fine-tune their operations by identifying specific issues at individual locations, thereby enhancing the overall brand sentiment.
Leveraging AI for Genuine Customer Interactions
Addressing the often tedious task of responding to customer reviews, Rutcofsky introduced Marqii's innovative use of AI to craft genuine, personalized responses. He explained that while single-location operators might manage to handle a handful of reviews daily, multi-unit operations face an overwhelming volume. To alleviate this, Marqii's AI suggests responses that are tailored to the sentiment of each review.
"We teach the AI how to respond, and it will deliver with almost 100% accuracy a response that is unique and genuine delivered to each one of these feedback, each one of these reviews, so that it doesn't feel like it's just generic,” Rutcofsky noted.
Optimizing Searchability in the Digital Landscape
Another key point Rutcofsky discussed was the importance of being "crawlable" and searchable in the digital age. He outlined three critical factors for local search success: location, relevance, and prominence. While location is fixed, Rutcofsky emphasized that businesses can enhance their relevance and prominence by ensuring menu accuracy and actively engaging with customer reviews.
"Let's make sure all the information out there is correct," he urged, noting that this not only boosts a business's online visibility but also helps it stand out in local searches, ultimately driving more foot traffic and customer engagement.
Bryan Rutcofsky's appearance on Data Delicacies offered a deep dive into the tools and strategies that can help businesses thrive in a competitive digital landscape. From leveraging customer feedback to harnessing the power of AI and optimizing searchability, Rutcofsky’s insights provided a roadmap for businesses looking to enhance their online presence and customer satisfaction.
Episode Links:
Marqii Online: https://marqii.com/
Marqii Instagram: https://www.instagram.com/getmarqii
Marqii YouTube: https://www.youtube.com/@getmarqii
Bryan Rutcofsky LinkedIn: https://www.linkedin.com/in/bryanrutcofsky/
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ABOUT BRYAN RUTCOFSKY
Bryan Rutcofsky led sales at Yext from 2007 to 2017, beginning as VP of Sales for SMB and rising to SVP of Sales for Mid-market and Partnerships. During his tenure, he expanded the sales team to 140 members and helped generate nearly $100 million in revenue. Following his success at Yext, Bryan co-founded Marqii, where he now serves as CRO, providing software solutions for managing listings, menus, and reviews for the hospitality industry.
ABOUT DATA DELICACIES—
Data Delicacies is a weekly podcast that dives deep into the world of technology and data as it pertains to restaurants. Host Arun Kumar interviews some of the best and brightest in the industry about all things hospitality tech, artificial intelligence, and machine learning.
Data Delicacies on Spotify: https://open.spotify.com/show/29ExS0n9X3Z3FyK4HuSPKH
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Produced by Incentivio & Cali BBQ Media - https://www.incentivio.com/ | https://betheshow.media
