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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!