Be Customer Led had the privilege of speaking with Antonia Hock, Global Head – The Ritz-Carlton Leadership Center. If you’re wondering how to set up and design your service experience and your service recovery experience, this is a must-listen-to show.
In this episode, Antonia and I cover:
- The core tenets of a great service experience that she has in her playbook
- How your customers should feel when the service experience is working well
- Why wowing your customer doesn’t have to be expensive to have impact (my personal favorite)
- Putting out the fires and why service recovery can be more important that the service experience itself
- Service experience in digital vs. analog
- How companies can start bringing together employee and customer experience
This truly is an amazing conversation with an industry leader and service veteran. If you want immediate take-aways that you can apply to your practice within minutes of listening to the show, this one is for you!
Download the episode where ever you listen to pods, or here: linktr.ee/becustomerled
Grateful for Antonia and can’t wait to visit the Ritz-Carlton in Bali soon!
