The human aspect of dining can't be digitized.
Episode Description
Consumers are prioritizing service in customer experience in the food and hospitality industries, says Resy CMO Hannah Kelly in this episode of Marketing Matters.
ABOUT THE EPISODE Hannah Kelly, CMO of Resy, outlines how the platform’s SaaS model and Amex network work together to connect diners with top restaurants. She discusses exclusive events, data-driven personalization, support for small business marketing, and trends from restaurateurs, showing how Amex’s experience-focused heritage shapes Resy’s role in hospitality.
ABOUT THE PODCAST Marketing Matters is hosted by Wharton marketing professors Barbara Kahn and Americus Reed. Each week they discuss marketing and advertising trends, consumer behavior, data and analytics, the latest in retail marketing, brand-building, and much more with their expert guests. Episodes are recorded at the Wharton School.
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Brief Summary
Consumers increasingly value personal connections in dining, as shown by 'The Bear' and the pandemic's impact on food experiences.
Key points
- The Awakening of Food Consumers. Consumers are becoming more aware of the stories behind their food and service.
- The Irreplaceable Experience of Dining. Food experiences can't be digitized, emphasizing the value of personal service.
