Luxury brands stand apart because they offer the “zag” to everyone else’s “zig.” High-end hospitality brand Viceroy knew that company culture could be a differentiating factor for discerning guests. “We cannot pretend that our employees can deliver amazing guest experiences and not have a great environment in terms of what is happening in the back office,” says Roberto Vizcaino, Vice President of Learning and Development.About three years ago, Viceroy changed its feedback model from a ratings-based, top-down approach to one that supports continuous conversations between managers and employees.