Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Branded Customer Experience. What memories do you give your customers to tweet about?

Brands 113

Brands Hotels Leadership Guest Experience 113

Storyminers

APRIL 24, 2018

Businesses designed with the purpose to deliver value for their customers have been the focus of my professional attention at StoryMiners ® for more than 20 years. That’s why Vacasa , a vacation rental property management company, caught my attention. BUSINESS DESIGN. Guest expectations are high.

Case Study 100

Case Study Study Culture Guest Experience 100

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? Hint: they don’t. HATCH is Chick-fil-A’s place).

Sales 113

Sales Hospitality Guest Experience Culture 113

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. Because when you pay for your groceries, a customer says thank you to the person that takes payment, and is out of thank you’s by the time they pass you as the bag boy. I had the aspirations to grow this big experience, design advisory firm in my early 20s.

Culture 60

Culture Leadership Hospitality Meeting 60