On this week’s Omni Talk Retail Fast Five, Chris weighs in on senior executives personally fielding customer complaints, like Tom Curtis at Burger King.
The upside is clear: it role models customer centricity, aligns leadership around real feedback, and sends a powerful cultural signal across the organization.
But the key is process. Listen. Document patterns. Identify themes. Then act on systemic issues, not just the loudest one-off voice.
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