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 […]
Let’s Stop Obsessing About Employee Engagement
Are you engaged at work? Oh, dear. Well here’s a flexible vacation program. How about now? Still no? How about a swell way to earn points you can redeem for small appliances? Are you engaged yet? Maybe a little? Well how about I top up the dental coverage, give you a day off to plant […]
A Brief Guide to Your Next Data Breach Emergency
Just when you thought it was safe to drop 40 large on your Spring togs, doesn’t someone bad make off with your Saks account data. It’s probably on a mantel piece or trophy wall some place, right beside your Uber info, your Equifax file, and the results of that mercifully negative blood test from college. […]
Why Amazon is Right (Again)
Is there anything as satisfying as getting home after a long day to find a package just waiting there for you? It’s like a dog who’s glad to see you but didn’t pee on the couch. More often than not that package is from Amazon, even if the stuff inside isn’t. But the company has […]
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