Rewiring Customer Perception with Melissa Hughes

Send us Fan MailDr. Melissa Hughes joins Zack to explore the neuroscience behind the guest experience. As a keynote speaker and author, Melissa breaks down why small missteps in a restaurant can have an outsized impact, and how operators can respond to reviews with empathy and intention.Zack and Melissa discuss:How the brain's negativity bias affects guest perceptionWhy noise can ruin a meal regardless of food qualityThe power of thoughtful responses to negative reviewsWhy most feedback contains hidden truthHow service recovery can create more loyal guestsHow personalization and empathy influence customer retentionTune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty. Thanks, Melissa!