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Essay text:
Pizza hut focused on providing good customer service in order to create customer loyalty. In return, the customer will return and more importantly, the customer will become an advocate.
Customer feedback programs were put into place in order to measure the customer experience and also to uncover opportunities. The restaurant managers are paid bonuses based on the result from their respective customers. The problem was that the company noticed that managers of underperforming locations where receiving bonuses while managers of extremely profitable locations were not. Recommendations have been made in order to fine tune the bonus plan so that manager incentives will be balance between profits and customer service...
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