ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 80

Guest Experience Entertainment Hospitality Culture 80

Bill Quiseng

JANUARY 16, 2017

Using the entertainment analogy of “onstage” and “offstage”, cast members are constantly reminded the importance of recognizing they are “onstage” every time they step into a guest area. Just about everything is carefully planned, managed and orchestrated to ensure a positive guest experience.

Entertainment 60

Entertainment Guest Experience Hotels Culture 60

NetBase

MARCH 2, 2020

Everything is bigger in Dallas and our guest speaker was no exception. Chris Ebbeler , Director, Social Media & Community Engagement, Chili’s , gave a fun and entertaining presentation on Chili’s identity crisis. Day Two: Dallas. Austin is quite the food town these days and the NetBase World Tour didn’t disappoint!

Social Media 60

Social Media Multi-Channel Leadership Entertainment 60

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business.

Customer Focused 40

Customer Focused Company Airlines Culture 40