InMoment XI
FEBRUARY 7, 2024
Hotels can then leverage these insights to elevate guests’ experiences before, during, and after their reservation. Hotels can set themselves apart from the competition by strategically leveraging integrated CX and AI to fuel personalized guest experiences. Travel Bookings: Online vs. Agency. ( [link] ).
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Aisling: We have built out both the guest and host journeys and are driving how we build customer listening aligned to the stages of those journeys.
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Stella Connect
JANUARY 18, 2022
In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?
Michel Falcon Experience
APRIL 13, 2023
Michel Falcon: How would you have described the company culture at 1-800-GOT-JUNK when you were part of the leadership team? It was four years before he wrote the book. It needs to then become the leadership team and then it needs to become the mid-level managers and then it needs to become the frontline staff.
Michelli Experience
NOVEMBER 14, 2017
In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.
Customer Enthusiast
AUGUST 2, 2017
The three areas of the study that stood out to me are: 57% of guests said that unfriendly employees were most likely to cause them to have a negative experience at a hotel. 82% of guests question the value for price paid , thinking they overpaid for their stay at least sometimes. Watch the 90-second book trailer.
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. I could see why.
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