The Data Has a Loud Voice in the Room

The more mature you get as a company, the more powerful that the data can be. We shouldn't only be looking at the data. We should be having informed opinions. But make sure the data has voice in the room. There's such a big disconnection between brands and what people are seeing from them. And so many times the surveyors are constantly saying like four out of five things they think the customer could improve about their experience is ignored by senior saalders. They're talked about but nothing really happens. Lot of measurement, no action,. All of a sudden we got all these new tools to help us understand our customers even better. It was an incredible learning curve for me