Richard Leivenberg, executive vice president for Jody Maroni’s Sausage Kingdom in Venice, California, knows a thing or two about relationships.
Q: In a recent column you contrasted customer service and customer experience. I understand the difference now, but how should I work on my customer experience?A: So glad you asked! Customer experience is the new battlefield where the war for customers’ dollars and devotion is fought.
Twenty years ago, Toni Foley began bartering. These days, she won’t run her restaurant—five-year-old Eastside Café in Fairport, New York—without the practice.
It’s a rite of passage: In August, well before the actual fall season begins, limited-service brands—especially those among the coffee, doughnut, and bakery-café categories—trip over each other to be the first to market with all fashions of fall-themed goods, from apple-pie this to
You would be hard pressed to find a quick-service operator who, when asked why they started their own business, answered by saying it was to become the CIO of the company.