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Rewiring Customer Perception with Melissa Hughes
Published 1 year, 1 month ago
Description
Dr. Melissa Hughes joins Zack to explore the neuroscience behind the guest experience. As a keynote speaker and author, Melissa breaks down why small missteps in a restaurant can have an outsized impact, and how operators can respond to reviews with empathy and intention.
Zack and Melissa discuss:
- How the brain's negativity bias affects guest perception
- Why noise can ruin a meal regardless of food quality
- The power of thoughtful responses to negative reviews
- Why most feedback contains hidden truth
- How service recovery can create more loyal guests
- How personalization and empathy influence customer retention
Tune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty.
Thanks, Melissa!