When I first began working for Williams-Sonoma in 2005, I knew I had found an amazing company with a strong culture. On the second day as Assistant Sales Manager I had a corporate visit. Brand new to the company, I couldn’t help but feel overjoyed when the Regional Manager and VP of Pottery Barn Kids [...]
Think about the last time you had a customer experience so good that you whispered an inaudible “Wow!” Although it’s easier to earn reverent accolades during in-person exchanges, the opportunity to harvest them from digital interactions is probable if you know your audience. Here are a few examples of companies leveraging digital to provide extraordinary [...]
What is luxury? When I worked for The Ritz-Carlton Hotel Company, it was about perfectly scripted interactions, an unwavering focus on quality, and an opulent environment immaculately cleaned and maintained. While we were always focused on the guest, when it came to luxury, it was really all about the hotel—the product we showcased. As in [...]
Planning a wedding has uncovered some interesting learning points in terms of customer experience. As I get ready to head out of the office to my wedding in Utah and honeymoon in Southeast Asia, it’s the perfect opportunity to reflect on how what I’ve learned at SGEi has come to life in this process. I’ve [...]
Decades of research have brought attention to extrinsic motivation, or the carrot and stick model. We know if/then rewards will work for simple tasks when validation is offered for why the task is important and people are encouraged to complete the tasks in their own manner. However, we also know if/then rewards suppress creativity by [...]
Disney parks and resorts have set the stage for a global shift in customer experience. The reason why so many brands imitate their offerings and training program is because they have mastered the guest-facing environment and behaviors that drive engagement and loyalty. People want to be involved in something magical, which is why guests and [...]
For the past three years we have worked extensively in automotive dealerships, training staff on customer service skills, and coaching management teams on how to deliver better customer experiences. We are always talking to dealership owners and managers about how to remain relevant to a changing consumer base. Unfortunately, we come up against an outdated [...]
A paradigm-shifting trendsetter for the hospitality industry, W Hotels was the first brand to set the tone for modern luxury customer experiences in the hotel space. From its careful branding to its invigorating atmosphere and sultry décor, W Hotels knows how to make guests not only feel at home, but also feel the need to [...]
If you read my blog last month, you may have taken a moment to consider your company culture: what did you find out about it? More importantly, what do your customers think about your company’s culture? Are your employees a good fit to provide the emotional connection your customers crave, which turns them into advocates [...]
