Let a client's experience travel with them instead of restarting at every location.
technique — attributed to Ben Erwin
A network of 2,200 venues does not, by default, remember anyone; each property starts from zero with every new client. Erwin's answer is a system where what a client wanted last time, in a different city and a different building, arrives with the next team automatically. He frames the untapped value in the business in one sentence: if Encore only knew what Encore knew. The technique treats four hundred fifty thousand events a year as one dataset rather than four hundred fifty thousand disconnected transactions, and turns institutional memory from something a single loyal employee carries into something the whole network carries.
For any multi-location business where every branch effectively meets each customer for the first time.
institutional-memory, data, consistency, network-effects