We know that when it comes to improving customer experience, little things can count a great deal. But for senior executives bombarded by a flood of disparate data points, it’s easy to get distracted from focusing on action that can really move the needle.
Take this example of two hotel managers I worked with who took different approaches to tackling the problem of softening customer-satisfaction scores:
Keith and Thomas are both hotel General Managers in the same city. They are both....