Thin Ice

That crackling sound underfoot might be your loyal customers.

A roundtable discussion featuring Chris Gabaldon of Ritz-Carlton, Michael Simon of Panera Bread, Jim Speros of Fidelity Investments, and Spencer Hapoienu of Insight Out of Chaos.

Chris Gabaldon: I can’t speak for other brands, but at Ritz Carlton we have a platform that says we’re trying to create indelible marks on the lives of our customers. When a guest has an interaction with our brand, it can be simple or substantial, but the interaction should be one where the guest actually remembers it. We believe in the power of memory. Emotions that are evoked through memories can create lasting impressions that result in loyalty. So, when we think about creating indelible marks on the lives of our guests, it means that we have to do something that wows them. It can be as simple as a complimentary appetizer, or incredibly grand. read >>