Voice of the Customer – Transform Insights into Action

Let’s be totally honest here. Collecting feedback is the easy part.

There, i said it.

It’s like going to the gym once and expecting abs (guilty). Or buying a cookbook and assuming dinner will make itself (I wish).

Understanding your customers? Essential. But it’s only the first step.

Voice of the Customer – Drive Engagement and Loyalty

Buzzwords are fun.
Synergize. Leverage. Move the needle.

But Voice of the Customer is more than just a buzzword. It’s a a way of approaching how you do things. A powerful approach that you can use to capture customer expectations, preferences, and sentiments, and directly shape how you engage and foster loyalty with your audience.

Karen Was So Not Into This – Until She Was

When Karen first heard the words “customer feedback solution,” she reacted the way she reacts to somebody applauding when an airplane lands: with a mix of deep suspicion and visible disdain.

Food for Thought

Check out our latest blog posts!

Voice of the Customer – Transform Insights into Action

Voice of the Customer – Transform Insights into Action

Let’s be totally honest here. Collecting feedback is the easy part.

There, i said it.

It’s like going to the gym once and expecting abs (guilty). Or buying a cookbook and assuming dinner will make itself (I wish).

Understanding your customers? Essential. But it’s only the first step.

read more
Voice of the Customer – Drive Engagement and Loyalty

Voice of the Customer – Drive Engagement and Loyalty

Buzzwords are fun.
Synergize. Leverage. Move the needle.

But Voice of the Customer is more than just a buzzword. It’s a a way of approaching how you do things. A powerful approach that you can use to capture customer expectations, preferences, and sentiments, and directly shape how you engage and foster loyalty with your audience.

read more
Don’t Be The Old Scout In The Room: Be Billy Beane

Don’t Be The Old Scout In The Room: Be Billy Beane

There’s a famous scene in  Moneyball, one of my all-time favorite movies, that perfectly illustrates the age-old battle between tradition and innovation. The fight between the old school and the new. Don’t be the old scouts in that room…

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Reviews vs. Feedback: Fixing the Broken System

Reviews vs. Feedback: Fixing the Broken System

There’s a common belief in the hospitality industry: online reviews are king. They shape reputations, influence bookings, and can make or break business.

But here’s the uncomfortable truth, reviews were never designed to help businesses.

I said I hate reviews but let me nuance that.

I don’t hate reviews; I hate what reviews have become…

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Experience Over Price: The Hospitality Industry’s New Reality

Experience Over Price: The Hospitality Industry’s New Reality

Would you believe that nearly two-thirds of full-service restaurant customers say experience is more important than price?But here’s the challenge: What defines a “great experience” varies from person to person.
So, how do you create something that is, by nature, subjective

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The Life of Karen: A Tale of Two Nights

The Life of Karen: A Tale of Two Nights

It’s 6:47 PM on a Friday, the dinner rush is in full swing, and Michael, the restaurant manager, feels like he’s juggling flaming swords while riding a unicycle. A table in the corner is complaining that their food took too long. A kid at another table just spilled orange juice all over the floor. His Head Chef is yelling something unintelligible about a broken fryer…

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The Life of Karen: Date Night

The Life of Karen: Date Night

Click-click. Click-clack. The sound of Karens heels reverberates through the car park with a menace that seems to grow step by step.
Karen’s upset already. She’s had a rough morning, a client was late for a meeting, and her beloved Chihuahua, Coco, spilt coffee all over her favorite tablecloth.
Anyway, it’s date night. “Breathe, Karen,” she says to herself. “You deserve a nice evening.”

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