• Rewiring Customer Perception with Melissa Hughes

  • Apr 7 2025
  • Length: 20 mins
  • Podcast

Rewiring Customer Perception with Melissa Hughes

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    Dr. 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 perception
    • Why noise can ruin a meal regardless of food quality
    • The power of thoughtful responses to negative reviews
    • Why most feedback contains hidden truth
    • How service recovery can create more loyal guests
    • How personalization and empathy influence customer retention

    Tune in to hear how Melissa’s brain-based insights can transform the way you handle feedback and build guest loyalty.

    Thanks, Melissa!
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