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 Unfortunately, we come up against an outdated [...]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 [...]
The Reality of Employee Engagement According to Deloitte’s 2014 Global Human Capital Trends research, 78% of business leaders rate employee engagement as an issue that is “urgent or important.” Just one year later, this statistic has risen to 87%. A disengaged, unhappy employee is the last person any of us want to ask to make [...]
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 [...]
Gartner found that 89% of companies believe that customer experience will be the most important element of competition in 2016, compared to only 36% in 2010. These numbers prove that customer experience is more than just a trend, and that it’s worth investing in. Bain found that 80% of companies believe they deliver a superior [...]
Products today are so similar that it’s often difficult to discern which item is better, and which one will last longer. It doesn’t matter if you’re thinking of cars, watches, cellular phones, gallons of milk or flights; odds are, the items you compare and contrast have few differentiators. The items likely have very similar price [...]
