The Industry Only Owns One Dictionary
Three pieces of restaurant counsel crossed my desk this week from three unrelated companies. Every one recommended a Road 1 instrument in Road 2 language, and not one named the road. That is not three failures. It is the operating...
![The [VoC] Industry Sells You The Silence Of Your Guests](https://hacksterism.jeffreysummers.com/wp-content/uploads/2026/08/Depositphotos_421424488_L.jpg)
The [VoC] Industry Sells You The Silence Of Your Guests
The Pattern The Voice of the Guest industry has a naming problem. What it sells is not the voice of anyone. It is a survey program. A dashboard. A composite score. A prescription engine that generates recommended moves against variables...
Every Loyalty Program Redesign In QSR Is A Guest Contract Violation
There is a category of restaurant industry writing that gets produced with the confidence of pricing analysis and the frame of a Road 1 instrument, and it looks like this: the writer identifies a loyalty program mechanic that extracts more...
