Think Customers

MAY 10, 2016

While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Hotels 56

Hotels Customer Experience Guest Experience 2016 56

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Ok, where is this going?

Brands 45

Brands Hotels Magazine Leadership 45

Storyminers

FEBRUARY 2, 2016

Disney made his progress on purpose and by design (which is much harder—and more impressive—than today’s minimum-viable-product methods). This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. Look how much he got right!

Sales 45

Sales Hospitality Guest Experience 2016 45