While there are a few restaurants that pride themselves on appealing only to stuffy food snobs and elitists, for the most part every restaurant can and should take great care to make their menu strategy and concept in general as approachable as possible. As the saying goes, “You can never make it too easy to buy from you.”   On Being Approachable: Californian versus French Wines One great example I […]

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are now seeing a fundamental shift: developments on the customer’s side of the equation — the meteoric rise of smartphones, social media, broadband and mobility—are the most significant factors driving customer expectations and services. What […]

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