Make Sure Your “Deliberate Change” Makes Things Better for Your Patrons

In his post "Deliberate Change," Jim shares a story he read about Farrell’s Ice Cream Parlours -- which chronicles its fast rise, powered by a passionate concept, with adoring customers and a lot of unique qualities. But it also catalogs the decisions that led to its serious and terminal decline. What was the reason for the decline? The program Marriott (who owned the chain at the time) undertook in the ’70s, called “Deliberate Change.” It consisted of changes like: frozen...

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