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When leaders think about customer loyalty, they often focus on delivering a flawless experience. While that should always be the goal, the reality is that mistakes happen. Products run out. Miscommunications occur. New employees make errors. Systems fail. The true test of a business...
Many leaders believe that the only way to get employees to take true ownership of an operation is to implement a complex monetary reward system. We often assume that cash prizes are the ultimate driver for frontline innovation. But tying financial payouts to individual ideas can quickly become a...
When most people think about customer service, they focus on getting things right the first time. While that should always be the goal, great organizations also prepare for what happens when things go wrong.
That’s where service recovery comes in.
It’s typical for restaurant...
When we think about world-class customer service, we often focus on training, scripts, or operational guidelines. But a deeper personal element truly drives the guest experience. It’s self-confidence. A listener recently asked whether ...