Expert Insights
August 12, 2026
In this Expert Insights interview, Audrey Hogan chats with Helen Ralowicz-Chapman of Marqii about the urgent need for restaurants to modernize their digital presence.
Helen shares how Marqii helps restaurant operators manage online listings, respond to reviews, and ensure that menus and hours are accurate across platforms. The conversation explores the direct link between guest engagement, staff performance, and long-term retention — and how using customer feedback to spotlight top employees can improve both morale and customer loyalty.
Watch the full video to discover how menu and reputation management tools can strengthen your brand from the inside out.
Accurate digital listings are essential:Many restaurants still have outdated or inconsistent menus online — a major issue for attracting customers.
Guest engagement fuels retention: Feedback loops between customers and staff can improve employee morale and reduce turnover.
Review data reveals top performers: Guests often highlight employees by name, offering a real-time look at who’s excelling on the floor.
Customer feedback should inform staffing decisions: Reviews can highlight training needs or recognize star employees.
Digital tools help unify guest and staff experience: Tying guest engagement to workforce retention creates stronger businesses.
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Marqii: A restaurant technology platform focused on menu, listing, and reputation management across online platforms.
Digital Listings: Online information about a business, including hours, location, menu links, and ordering platforms.
Guest Engagement: Interactions and feedback from customers that can impact loyalty, satisfaction, and staff performance.
Reputation Management: The process of monitoring and responding to customer reviews across review platforms.
First-Party Feedback: Customer feedback collected directly from the restaurant (e.g., via loyalty apps or surveys).
00:06 – Audrey Hogan:
Who are you? What do you do? Why are you here?
00:08 – Helen Ralowicz-Chapman:
I’m Helen with Marqii. I work on our strategic growth and partnerships teams. We help restaurants with menu management, reputation management, and listings management — making sure they’re found online, that the info is accurate, and that reviews get acknowledged. We make sure restaurants’ digital doorways are clean.
00:47 – Audrey Hogan:
What surprised you most about the industry when you started?
01:01 – Helen Ralowicz-Chapman:
I’m still shocked by how many restaurants have outdated menus online. You’ll find a New Year’s Eve menu from 2020 still live. In Europe, sometimes you can’t even find a menu — you just hope a photo someone posted six months ago is still accurate.
01:44 – Audrey Hogan:
What was your first hourly job?
01:46 – Helen Ralowicz-Chapman:
I was a carhop at Sonic.
01:51 – Audrey Hogan:
What did you love about that job?
01:59 – Helen Ralowicz-Chapman:
The free tater tots! We also had a not-so-secret “secret” menu. My favorite part was people who would come in just to buy a five-pound bag of ice. It was that good Sonic chewy ice. I don’t miss spilling Route 44 drinks on myself though.
02:41 – Audrey Hogan:
What do you love about your job now?
02:44 – Helen Ralowicz-Chapman:
I love meeting people in the industry. I’ve always loved food and hearing stories about it. I have Google Maps full of food recommendations from all over North and South America and Europe. Ask me anytime — I’ve got you.
03:35 – Audrey Hogan:
You need to start a food map app!
03:39 – Helen Ralowicz-Chapman:
It’s all in Google Maps right now, but I’ll share it.
03:43 – Audrey Hogan:
Every department says workforce is the top priority.
03:51 – Helen Ralowicz-Chapman:
I believe it.
03:54 – Audrey Hogan:
What do you see as the next big trend?
04:18 – Helen Ralowicz-Chapman:
Guest engagement. It affects retention and staff performance. Loyalty is no longer enough — we need to understand feedback from all platforms and actually use it. Like when guests mention staff by name repeatedly — that’s a signal.
05:29 – Audrey Hogan:
Jaden deserves a raise!
05:29 – Helen Ralowicz-Chapman:
Exactly. Feedback helps close the loop. Your staff can say they’re happy, but if guests are constantly praising or pointing out gaps, that’s powerful. Retaining staff retains customers. I still go to places where the same team has been there 10+ years.
06:03 – Audrey Hogan:
It really makes a difference.
06:04 – Helen Ralowicz-Chapman:
Absolutely. Being greeted by name creates loyalty. Understanding those points of contact helps strengthen retention.
06:20 – Audrey Hogan:
If someone wants to connect with Marqii, how should they reach out?
06:37 – Helen Ralowicz-Chapman:
Go to marqii.com — that’s M-A-R-Q-I-I. We couldn’t afford the U when we started. You can also find us on LinkedIn or Instagram. And if you’re still at RLC, our booth is right inside the front door.
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