Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
This is the fourth in a 5-post series titled “Customer Experience Excellence – The Airbnb Way.” This week we continue to journey through key concepts found in my 10 leadership books by diving back into our cursory review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched…
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
This is the third in a 5-part series. This week we continue to journey through key concepts found in my 10 leadership books. Let’s rejoin our brisk review of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on trust. This week we will highlight hospitality and in the weeks…
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick up our exploration of my book titled The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging. Last week we touched on belonging, this week we highlight trust and in the weeks ahead…
Create Belonging | Customer Experience Excellence – The Airbnb Way
This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement. However, I’ve been receiving many requests to provide posts based on each of my customer…
What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience
This is the fourth post in a series titled “Customer Experience IS Team Member Experience.” Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and reviewed commercial and non-commercial tools to measure the construct. Now we’ll look at the proven benefits of driving employee engagement (EE) and begin a discussion…
How do you know if they are engaged? | Customer Experience IS Team Member Experience
This is the third post in a series titled “Customer Experience IS Team Member Experience.” As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. In his research summary on EE, Professor Robert Frank addresses measurement by noting: “The most popular and most widely researched EE assessment is…
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement and staff shortages. I recently spoke for a large convention where events were split between a major convention center…
What’s Science Got to Do with It? | Customer Experience IS Team Member Experience
I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement.
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the last post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. In my last couple of posts, I unpacked the first six skills outlined in Professor W. Warner Burke’s research-based model of learning agility, namely: Flexibility Speed Experimenting Performance Risk Interpersonal Risk Taking Collaborating In this installment, we’ll…
Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the next to the last post in a series titled “Mindset & Agility – The Rocket Fuel for Customer Experience Success.” In my last post, I started unpacking skills outlined in Professor W. Warner Burke’s research-based model of learning agility. As you’ll recall, Dr. Burke shared his findings in a book titled Learning Agility, which…
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