A while ago we looked at how friction grinds down employer brands through the daily assaults on process and productivity and the generally punishing aspects of having to share space and limited air exchanges with other humans. Following a terrible experience at a local restaurant, I am wondering if there isn’t a second F-word at […]
Archives for May 2018
What the Server at Applebee’s Can Teach Us About Employee Experience
Love it or hate it, one thing Applebee’s does quite well is remember to check with customers within a few minutes of their meals arriving on the table. Last week we looked at the need to have these early first taste touchpoints with customers as a way to flag and fix issues before they become […]
The Power of the First Taste Touch Point
It’s nice when the waiters stop by a few bites into the meal to check on things. That they invariably show up when mouths are too full do much more than nod is, I hope, a coincidence, but it’s nice. And it’s necessary. Restaurateurs know that delivering the plate to the table is not the […]