So ready or not here come’s 2018. The first thing to do is to assess 2017. How did it go? What did you learn? We saw a culture that has become increasingly sensitive to wait times, and although that is something we already knew about, retailers...
I went to the movies last night and I am surprised I’m not still in line waiting for my popcorn. When I walked into the theater it was obvious I was in for a bit of a wait. It was one of those cold winter Friday nights when there isn’t much to do...
One of the reasons I love thanksgiving (and the holidays in general) so much is it is all about connection. It is about reconnecting with folks you’ve lost touch with. It’s about taking the time to consider what matters most. It’s also a time to take...
Details matter. In fact, they are really the only things that matters. When you boil down the Guest experience it is the total of hundreds of touch points that defines their time in your business. That means that every little thing that touches your Guests can...
When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
