According to a 2014 Gartner survey, 89% of businesses will compete mainly on customer experience by 2016 versus 36% four years ago. So it would seem that most owners and managers are getting the message on the importance of customer experience to their brand’s future success. That’s the good news. The bad news is that [...]
When considering how to improve your customer’s experience, you have to focus on your place or environment, processes, and your people. You must have the procedures in place to ensure a consistent brand experience as defined by the way you enliven your customer’s senses, the way you deliver the experience on time and in the [...]
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 [...]
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 Unfortunately, we come up against an outdated [...]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 [...]
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 [...]
Like many of my peers, partners, and friends who have been fortunate enough to be a part of The Ritz-Carlton Hotel Company, I often find myself referring to moments, lessons, and steps that have formed the habits, attitudes, and behaviors I exhibit today in business as I advise companies on how to deliver meaningful and [...]
