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 More
For 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...
Read MoreOver the years of consumer research, I have learned that the customers cannot always give you the right answer when you: ASK THEM THE WRONG QUESTION: If you ask the customer the wrong question, the customer will answer the question truthfully; but the answer you get...
Read More