Surviving Online Outrage

I sat down with Jeremy Julian on The Restaurant Technology Guys to talk about a risk most operators haven't priced in yet: social media algorithms that can't tell the difference between a genuine complaint and a coordinated pile-on. Whether you're running a 660-store chain or a 30-top bistro, the algorithm treats you the same way, and your brand pays the same penalty either way.

On the show, I walked through the mechanics of how that kind of outrage spreads and what leadership teams can actually do about it before it lands on their doorstep. This conversation builds directly on my TEDx talk, Reclaiming Our Humanity in the Age of the Algorithm — hospitality businesses win a crisis not by out-engineering the bots, but by anchoring their response in real, human relationships.