Every customer, every day walks into your store with anticipation. Everything you do or don’t do impacts your customers’ feelings and all the feelings blend to influence the customer’s relationship with your brand. Hence it is the Customer Feelings that defines your success. THE FIRST FEELING...
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Over the years, I have seen that for most hospitality brands, especially restaurant chains, the guest experience drops the most at peak times. In fact, for some brands, nearly half the customer dissatisfaction comes during peak times. WHY IS THIS THE CASE? Imagine your brand is designed...
Read MoreFor this episode I would like to share an excerpt from the Customer Karma book: As I grew older, my grandma helped me connect the dots in each of these learning moments. One evening, when we were sitting on the balcony, I told her that after...
Read MoreThe Customer Karma® book is at the final phases of its production. The cover design is done. Now it is left to the publishers to do their share to make the book look good so that I can get the book in your hands. As...
Read MoreWhen you go to a movie theater, you often enter through the main entrance and then leave through a back door at the end of the movie. This flow makes it simple to check customers’ tickets as they enter. If crowds of customers entering and...
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