CX To The Extreme: Saying What You Mean and Meaning What You Say

Customer experience promises can sometimes be really hard to keep. It's one thing to SAY you are open 24 hours a day, 7 days a week. And then there is DOING it. I can vividly remember the confusion that set in when I went to a 24 Hour Fitness to learn that they were closed. But for southern-staple Waffle House, their hours of operation are not just a sign in the door or an aspiration. It is a promise. 

Pat Warner, Waffle House's director of external affairs, explained this to NPR in a recent article. The story goes on to share that, "because Waffle House tells customers it never closes, the company feels a special obligation to stay open under the most severe weather conditions." During Hurricane Harvey, only two Waffle House locations due to being flooded,... Read more >