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From Brand DNA to Guest Love with Melissa Richards-Person of Third Arm Consulting
Manage episode 521029527 series 2930439
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Zack sits down with Melissa Richards-Person of Third Arm Consulting to unpack brand DNA and why it is the root of lasting guest experience. From Papa John’s transformation to creating signature moments guests remember, Melissa shares how clear voice, authentic behavior, and fast service recovery turn problems into loyalty. Zack and Melissa discuss brand DNA, founder led brands, garlic sauce lessons, the peak end rule, and how real time feedback can coach teams while winning back guests. Practical, specific, and immediately usable.
Zack and Melissa discuss:
- Authenticity and brand DNA
- Founder-led brand evolution
- The power of small gestures like garlic sauce
- Behavioral science behind peak and end moments
- How feedback turns into training opportunities
- Why clarity in tone beats friendliness every time
Thanks, Melissa!
Links:
https://www.linkedin.com/in/melissa-richards-person-3rdarm/
https://www.linkedin.com/company/third-arm-consulting/
https://www.getathirdarm.com/
Chapters
1. Setting The Table: Melissa’s Journey (00:00:00)
2. Separating Founder From Brand (00:02:03)
3. Garlic Sauce As A Strategic Anchor (00:04:25)
4. Getting To The Real “Why” (00:07:11)
5. Signature Moments And The Peak‑End Rule (00:09:12)
6. Service Recovery That Builds Loyalty (00:12:10)
7. Tone Beyond “Friendly”: Real Voice (00:15:10)
8. Designing Experiences That Exude DNA (00:17:10)
9. Tools, Tech, And Smarter Check Splitting (00:19:15)
10. Who To Follow And Where To Find MRP (00:21:10)
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