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The one with the housekeepers' customer insight - Mike Kuenne S2E102
Manage episode 354001749 series 3007501
Rick Denton에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Rick Denton 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
What's on your mind? Let CX Passport know...
🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...
🤔Why does experience matter if it's "just a product"
💎A brand's place on the luxury spectrum
🧹Who has the best customer insight at a hotel?
👉The impact of expectations on experience
👣No substitute for feet on the ground
🏕️Tell stories
🥰A heartwarming story of experience delight
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - Mike
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Episode resources:
Kuenne Advisory: kuenneadvisory.com
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