In my 30 years of hospitality and service leadership, one lesson has never failed: the best companies make life easier for their customers. When we build seamless experiences, we show that we respect people’s time and energy. Recently, I experienced three frustrating service failures that reminded me how easy it is for even successful organizations to let the customer experience slip. But these aren’t just stories of poor service—they’re opportunities to ask ourselves: Are we truly making things easy for the people we serve?
When companies work together, break down silos, and lead with purpose, they can prevent these issues from ever reaching their customers.
