BJ's Restaurant & Brewhouse

BJ’s Restaurant & Brewhouse is a publicly traded, national restaurant brand operating 200+ locations across North America. At this scale, brand sentiment, guest feedback, and campaign response are constant, highly visible, and operationally critical.

77 Los Angeles partnered with BJ’s to support brand sentiment and guest experience across digital channels, acting as an extension of the internal team. Our work spanned real-time monitoring, escalation, and coordination across social, reviews, promotions, and paid campaigns, ensuring guest issues were prioritized and addressed with speed, consistency, and brand alignment.

We built a real-time brand sentiment and escalation system that treated digital guest feedback with the same urgency as in-restaurant service. Reviews, comments, and campaign responses were monitored continuously, informing both operational decisions and marketing execution. Higher-risk issues were escalated quickly, while feedback loops ensured offers and campaigns reflected real customer priorities.