Kuoni managers shine on the shop floor : Senior executives seize the chance to connect with the customer

Purpose – Describes how top managers at luxury‐tour operator Kuoni went back to the shop floor on one of the travel industry's busiest Saturdays of the year as part of an initiative to work with and support their 21 new travel stores around the UK. Design/methodology/approach – Examines the reasons for the initiative and the benefits it brought. Findings – Explains that the initiative aimed to connect management with customers face to face and so further ensure that the company is meeting customers' holiday needs and expectations. Practical implications – Reveals that many new ideas and insights came out of the initiative, which also confirmed to the managers involved that small details can make a big difference. Social implications – Highlights how returning to the shop floor can help top managers to reconnect with their company's employees and customers and the issues that arise day‐to‐day. Originality/value – Furnishes first‐hand accounts from managers who returned to the shop floor for a day.