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The ONE Thing cover image

404. Unreasonable Purpose with Will Guidara

The ONE Thing

NOTE

Insights on the Disconnection between Business Decision Makers and Customers

The menu at customer service businesses often lacks the perspective of the people running the business. Airlines, for example, make decisions without experiencing what their customers go through. Small changes could greatly improve the customer experience. The speaker desperately wants the airline industry to address this. Critics don't schedule reservations when they come to review a restaurant, so consistency is crucial. The speaker finds it exciting when a restaurant anticipates the critic's visit.

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