A guide for you as a leader The heart of service The guest encounter – the moment a customer, guest or patient actually meets us – is the core of every service organisation. Yet many workplaces get stuck in endless…
The guest encounter – the moment when a customer, guest or patient actually meets us – is the core of all service operations. Yet many workplaces get bogged down in endless discussions about budgets, poor premises or market conditions – factors we can’t control. The result? Low energy,…
In an industry obsessed with ratings, reviews, and response times, Japan offers a timeless reminder: true hospitality isn't a transaction – it's a gift. The concept of omotenashi teaches us that the most powerful service moments are often invisible, unspoken,…
For coaching, leadership and project management. Set clear goals and find the right path forward.
When it comes to systematizing guest encounters at a high level, some fast food chains are leading the way by combining effective processes, technology, and employee training. Here are some of the best, and how they do it:
Disney is a world leader in service and guest experiences. Their methodology is built on clear processes, detailed training, and a strong culture of hospitality. Here are some of the key principles Disney uses to create an exceptional and systematic guest experience:
In today's fast-paced world, it takes more than just knowledge and expertise to become a successful leader. True leadership is about understanding, developing and empowering the people around you. Inspired by leadership expert Simon Sinek, we see that tomorrow's successful leaders are those who dare to put people before results and hearts before hierarchy.
💡 82% of guests say that authentic, personal service is crucial to a positive experience.
💡 Guests return 70% more often when they are met by genuinely engaged employees.
💡 68 % chooses a brand based on the meeting with the employee, before price and product.
💡 Authentic encounters increase recommendations by almost 80% %.
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