At a time when the industry’s growth overall is minimal and stealing market share is necessary to build sales, improving the guest experience is proving to be a key factor in differentiating a brand. For many chains, that focus on experience has meant upgrades of food or the remodeling of restaurants. Others, however, also have addressed another facet: enhancing service. Service, in fact, remains a challenge for many restaurant operators. In a poll conducted for the 2012 Zagat New ...
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