by Tony Johnson | Sep 16, 2017 | Business Performance, Customer Experience, Leadership
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...
by Tony Johnson | Sep 3, 2017 | Business Performance, Customer Experience, Leadership
Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that is in its last hour of service, but it seems they have already mostly closed for the night. This is frustrating to Guests who come in during those times because their...
by Tony Johnson | Aug 19, 2017 | Business Performance, Customer Experience
Although loyalty may not be driven by satisfaction, it cannot exist without it. That means that you have to cover the basics first everyday. When you look at the hierarchy of excellence, it is much like a pyramid. You really can’t get to the pinnacle...
by Tony Johnson | Jul 16, 2017 | Customer Experience
With the state of our airlines, politics, and social media, doesn’t it seem like organizations look to make things as hard as possible for their Guests, constituents, or fans? It seems like leaders have forgotten the impact that positivity can have on their...
by Tony Johnson | Jun 30, 2017 | Leadership
Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
