Disruptions of any sort raise many questions for your business. Any market disruption could be considered a competitive threat. It may or not be a real competitor, but in the end if you fail to achieve your goal, you lost. We can prevent those losses. Since 1987,...
Who would have imagined that bottles of ketchup and mustard, and salt and pepper shakers placed in the middle of a restaurant table would ever have been viewed as a good sign for the future of restaurants? After the crazy year that restaurants and bars around the...
How can independent restaurants strike a retro-digital balance? Local and independently owned restaurants have had to make some difficult choices over the last year, but some found that solutions from the “good old days” turned out to be surprisingly helpful over the...
By Julius C. Dorsey Jr. It felt good to go back to my hospitality “roots” during the stimulating dialogue on competitive strategy for restaurant success with the Cleveland Restaurant Alliance of the Ohio Restaurant Association yesterday. As those attending discovered,...
By Julius C. Dorsey Jr. Godiva is well-positioned to go head-to-head with Starbucks, but they’re also well-positioned to go around them to a unique and defensible “Godiva niche.” Godiva is already established as a premium chocolate maker with a...
But what about customer lifetime-value? Are customer service managers really doing the company a favor by ditching the pesky customer who just wants to complain? More and more, some companies are taking a gamble on the likelihood of a disgruntled customer giving up on...
