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 Unfortunately, we come up against an outdated [...]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 [...]
SGEi is a company that is engaged by Fortune 500s to refresh and redefine the business culture in order to positively influence their employee and customer experience. However, I often get approached by startups and asked when they should begin defining their cultures; the answer is now. Whether you like it or not, your company [...]
Customer relationships are a two-way street that cannot be dictated by brands, anymore. Just ten years ago Mad Men type campaign managers could carefully craft three campaigns per quarter and dispense them to targeted audiences; but that’s because ten years ago LinkedIn, TripAdvisor, Yelp, and other social sites didn’t exist. Today, your customer expects constant [...]
I was recently conducting a training session for a group of senior leaders, and we were on the topic of their company culture (what they want to be known for). We were discussing how they aligned their departmental goals with the overall culture. One leader said that as of yet, they had not “created” a [...]
