463: Restaurant Hype Man with Eater, Resy, Blackbird Founder Ben Leventhal
Sep 13, 2024
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Ben Leventhal, cofounder of Eater and Resy, dives into his latest venture, Blackbird, a loyalty program revolutionizing the restaurant experience. He shares insights on NYC's dynamic dining scene, revealing the community spirit of the Burger League. The conversation also touches on navigating hype in the restaurant industry, the challenges of modern dining culture, and the evolving landscape of food media and its impact on culinary narratives. Plus, there's a lively discussion on exciting new fall cookbooks celebrating global cuisines.
Successful restaurant operators believe that a 'yes' approach fosters customer loyalty and creates a welcoming dining experience.
Blackbird's innovative loyalty platform enhances guest relationships by offering flexible rewards like 'fly' currency to promote repeat visits.
The podcast highlights the need for restaurants to critically evaluate technology partnerships to avoid rising costs and ensure operational efficiency.
Deep dives
The Importance of Saying Yes in Business
Successful operators in the restaurant industry often emphasize the need to embrace a positive approach by saying 'yes' to customer requests. This strategy invites more business opportunities and creates a welcoming environment that encourages customers to return. It goes beyond merely accommodating requests; it's about recognizing that accepting challenges can enhance revenue potential. By fostering a culture that prioritizes customer engagement, establishments can establish a loyal clientele.
Innovative Loyalty Solutions Through Blackbird
Blackbird operates as a loyalty and payments platform tailored specifically for restaurants, aiming to enhance guest relationships. The platform provides restaurants with tools for establishing loyalty programs that are flexible and user-friendly, encouraging customer return visits. Innovations include the 'fly' rewards currency, which can be used like cash in participating restaurants, streamlining the process for diners while promoting customer acquisition. This approach allows restaurants to create value through points and rewards that resonate with customers.
Expansion into New Markets
Blackbird has experienced significant growth, expanding its network of restaurants by twenty times since the last conversation. The company aims to tap into vibrant dining scenes in cities like San Francisco and Charleston, recognizing their strong restaurant cultures. This strategic move not only broadens Blackbird's reach but also showcases its commitment to providing innovative solutions for restaurants in diverse locations. By aligning with various renowned dining establishments, Blackbird is positioning itself as a valuable asset in the hospitality industry.
Adapting to Changing Technology in the Restaurant Sector
Operators are urged to reevaluate their relationships with large technology platforms that may impose increasing costs and fees. The podcast highlights the necessity for restaurants to approach technology with skepticism and ensure that partnerships contribute positively to their business models. Many well-meaning platforms may inadvertently create burdensome costs that erode profit margins. To navigate this shifting landscape, operators must prioritize tools that genuinely enhance their operational efficiency and customer engagement.
The Growing Influence of Food Media
The role of food critics and high-quality culinary content is evolving as digital landscapes change with the rise of AI and algorithm-driven recommendations. While traditional city guides may be declining, there is a growing recognition of the value of specialized, human-driven food writing that tells authentic stories about restaurants. This shift underscores the importance of supporting niche publications that provide insight into local dining cultures. Emphasizing the need for diners to invest in personalized and rich content, the conversation advocates for a deeper appreciation of quality food journalism.
As the cofounder of online restaurant watchdog and chronicler Eater, as well as reservations booker Resy, Ben Leventhal has been at the center of all things dining out for nearly 20 years. On this episode we catch up with Ben about his latest company, Blackbird, a restaurant loyalty program that is rethinking the way hospitality and online culture converge. We talk about the company’s big expansion, what makes a good restaurant diner, burger nights in NYC, and thoughts on the city’s most controversial new restaurant: the good, the bad, the froggy. It’s always so great having Ben in the studio.
