McConnell said a key medium for this listening was social media – a platform unique among business for the way customers treat the sector.
“Everyone loves to take a photo of their dinner,” he said. “We have to acknowledge social media whether we like it or not.
“It's really a really important tool that has really changed the way restaurants market their brand.”
He also touched on the importance of understanding the culture of the region a business operates in. Watch the video or listen to the podcast above to find out more.
Andrew Cornell is managing editor at bluenotes