Customer experiences that keep people coming back—and spreading the word—don’t just happen. But they’re also not magic.
Backed by plenty of on-the-ground research and illustrated with real-life examples, The Come Back Culture breaks down the elements that make for remarkable experiences so that you can implement them in your business, whether you’re an entrepreneur just getting your brand off the ground or an established business looking to improve your return rate. You’ll learn how to
- focus on feeling as much as function
- create a culture, not a job title
- know your guest
- be fully present
- think scene by scene
- recover quickly when things go wrong
- observe details, because everything communicates
- reject “just okay”
- choose values over policy
- build a hospitable team