Resy Co-Founder Says Memorable Brands, Not Complex Tech, Win Repeat Customers

Leventhal tells restaurateurs that clear, useful digital tools and distinct guest experiences are the real assets for winning loyalty; he says the goal is to simplify operations, not layer on new technical burdens.

Leventhal, now leading Blackbird, argues the point bluntly: software should make day-to-day restaurant work easier, not require owners to become technicians. He says operators don’t need to master cryptocurrency or other specialized systems — they just need access to features that translate into smoother service and happier guests. In his view, technology is valuable only when it feeds into a consistent identity and repeatable experience diners remember.

That lesson came early at Resy. In its launch year, the company pushed a model that treated high-demand seating like a commodity to be sold. Restaurants pushed back, and Leventhal adjusted course. Rather than doubling down on a concept that didn’t fit operators’ instincts, he listened and altered the product. The pivot reshaped Resy’s approach and still informs how he builds products today.

He frames that episode as a broader rule for founders: expect missteps and be ready to change. "If you never stumble, you’re probably not experimenting enough to land on what works," he told me, emphasizing that flexibility is a practical management skill, not a philosophical stance. Hospitality insiders say that willingness to test and then reverse course separates firms that survive from those that fade.

Leventhal also stresses storytelling as the backbone of food marketing, even as new channels and AI tools emerge. He predicts these instruments will alter how restaurants communicate, but he expects the central task remains creating narratives that connect with local communities and regulars. An independent hospitality adviser noted that restaurants that pair consistent storytelling with uncomplicated tech tend to build deeper ties with their diners.

Across his career — from editorial projects to reservation services and now Blackbird — Leventhal has kept the same objective: help restaurants strengthen ties with the people who eat there. He advises operators to pay attention, tell honest stories, and iterate on feedback; those that do, he argues, are the ones that keep customers coming back.