SAS

“. A brand promise is what you say about your company, customer experiences will impact what they—customers—say about your company. In principle, customer experience is based on the feelings that arise once customers engage with your products, employees, and various sales, service, and marketing channels. Don’t make the mistake of thinking that because you have a focus on improving CX, you are actually “on the Customer Experience path.”
― Tiffani Bova, Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business

“SHAKE SHACK’S PHILOSOPHY RUNS DEEP Meyer believes that 49 percent of CX comes down to food, “which is more or less service.” But the other 51 percent is made up of thoughtful things you do—the customer service and enlightened guest hospitality. In other words, it’s people. To ensure Shake Shack stays on track, it uses real-time feedback (providing comment cards, roundtable discussions, and monthly dining vouchers for its staff) to deliver a consistent dining (customer) experience. Nothing is off-limits, and no detail is too small to consider improving. Shake”
― Tiffani Bova, Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business

“Don’t try to copy what you think your competitors are doing. Imitation is not the path to success, especially in the overcrowded industries most companies confront today. Don’t get distracted by what landed you in this current situation—good or bad. Don’t make the common mistake of believing that what you’ve always done will continue to deliver. Keep your mind—and your options—open.”
― Tiffani Bova, Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business

“Meyer, in his book Setting the Table, said he believes that he can guess what type of experience he will have, in any restaurant or business, solely based on how the staff members “appear to be focused on their work, supportive of one another, and enjoying one another’s company.” Too many companies believe that improving CX requires being hyper-focused on the customer, but Meyer demonstrates that CX can be improved by focusing on the employees as well.”
― Tiffani Bova, Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business