Service is table stakes (pun intended). Everyone provides service: everyone has their 12 steps of service that include all the transactional lists most people (restaurant managers included) […]
The timeline is irrelevant. But the list of challenges is the same as it’s always been…
Bain & Co. recently pushed this out.
Q: Is it better for a restaurant to limit its options per food category or to have as many choices as possible? A: There is no right […]
You can capture it up to the point you surrender the Guest experience to a third party app. Which is why third party apps should never be […]
Disney recently posted this and it about exploded my brain. You can’t plan the entire Guest experience. You need spontaneity in order to capture those moments that […]
“Training, as it stands in most companies, is broken. It’s transactional at best and completely irrelevant at it’s worst.”
“Guest experience management is not defined by intentions or even a few choice actions but by the commitment to an analytical, deliberate, organized GuestX approach.”
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (GuestX) is defined, not yours. And from the guest’s point of view (POV) an exceptional guest experience holds meaningfully differentiated value.
Operators often scoff at the idea that the product of Hospitality businesses is a “social product” inasmuch as it’s not about the food and eating or the bed and sleeping.
A colleague asked this question in one of our forums recently and it has been haunting me ever since. So I must get this out. Is Restaurant […]
Unless everything that goes on and/or is talked about in your business does not have you asking “How does this impact the guest?” you can’t be
successful long term.
Facts, figures and insights about real, guest loyalty.
“…it becomes increasingly necessary for businesses to offer real value in the guest experiences by connecting with guests on a more social level at all touch points possible.”
First off, you have to understand what goes in/on/around your business from the guest’s perspective is how the Guest Experience (Gx) is defined, not yours.
Some of the ins and outs of managing your food cost.