Guest Perception Is Always Right: How The Melting Pot Uses Customer Feedback to Deliver the Perfect Night Out

Mike Lester, president of The Melting Pot, takes you through the history of his company’s customer experience and shares several case studies that illustrate how they’ve tapped into guest feedback and ultimately arrived at a customer-centric standard of service they call “The Perfect Night Out.” He also shares his philosophy on the role of upper management in a company’s customer experience program, on balancing responsiveness with innovation, and on socializing customer feedback to build trust.

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