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 […]
Is This F-Word Hurting Your Employer Brand?
The old saying, culture eats strategy for breakfast, might be true, but friction, my friends, is grinding that culture into a sad little pile of gravel. Most brands have been thinking about friction for a few years now, and well they should. Reducing customer friction during the purchase process and, more importantly, throughout the customer […]
