(Originally published in June 2013)
Changing the relationship between customers and front-stage staff.
Studies have already shown that tipping has very little to do with the service actually received– could removing tips altogether lead to a better and simpler experience for everyone involved?
“I’m actually as proud of the things we haven’t done as the things I have done. Innovation is saying ‘no’ to 1,000 things. You have to pick carefully.”
If part of a service journey is a barrier to better experiences, how might we replace it or take it out completely?