Daniel kicks us off today with a story from 'Miracle on 34th Street' about Macy's Santa Claus, which serves as a perfect example of unreasonable hospitality and service, inspired by yesterday’s episode.
We then delve into a discussion on theories, their practical applications, and the importance of adapting when theory doesn't match reality. A key takeaway is the balance between visionary thinking and customer feedback, illustrated through examples like Raising Canes' simple menu and the innovation of the iPhone.
Plus, a special shout-out to Dale Doman for his insights on hospitality in service in our Discussion/Chat community.
Join us for an engaging conversation about serving customers, experiment culture in organizations, and the ever-evolving nature of theories.
And read Seth’s full blog from today here.
00:00 Introduction and Personal Anecdotes
01:09 Reflecting on Unreasonable Hospitality
05:05 Theories and Practicality
09:16 Customer Feedback vs. Visionary Thinking
11:47 Encouraging Experimentation and Creativity
14:43 Shoutouts and Closing Remarks
