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Rewiring Customer Perception with Melissa Hughes
Manage episode 475754880 series 2930439
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Dr. Melissa Hughes joins Zack to explore the neuroscience behind the guest experience. As a keynote speaker and author, Melissa breaks down why small missteps in a restaurant can have an outsized impact, and how operators can respond to reviews with empathy and intention.
Zack and Melissa discuss:
- How the brain's negativity bias affects guest perception
- Why noise can ruin a meal regardless of food quality
- The power of thoughtful responses to negative reviews
- Why most feedback contains hidden truth
- How service recovery can create more loyal guests
- How personalization and empathy influence customer retention
Tune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty.
Thanks, Melissa!
Chapters
1. Meet Dr. Melissa Hughes, Neuroscience Expert (00:00:00)
2. How the Brain Works and Quirks (00:01:19)
3. Negativity Bias in Guest Experience (00:04:29)
4. Responding to Negative Reviews Effectively (00:06:39)
5. The Service Recovery Paradox (00:11:00)
6. Being Seen, Heard, and Valued (00:15:47)
362 episodes
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