Books Culture Customer Experience Management Guest Experience 
InMoment XI
JANUARY 17, 2024
In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. What is Guest Experience? A positive guest experience involves going beyond basic customer service. More on this later.)
Storyminers
FEBRUARY 2, 2016
This method of using the guest experience as the focal point for strategy has positive side-effects: It naturally instills service values into the culture. It naturally aligns the many clues (experience details) in the experience to be on brand.
Michel Falcon Experience
APRIL 11, 2019
Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? Pretty much everything you’ll find in the book. or in the future.
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