The Customer Who Complained Just Did You a Favor. The Nine Who Didn't Are Already Gone.

Tom Duhigg

Published on: 20/04/2026

For every complaint you hear, 9 guests said nothing and left. Here's how to turn that around fast.

Customer Experience

"Everything Was Fine." That's Not a Win. That's a Warning.

Tom Duhigg

Published on: 20/04/2026

"Fine" is not loyalty. Learn the difference between service and hospitality and why it costs you customers.

Hospitality