Empowering Your Team to Deliver a Great Customer Experience

Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

Top Takeaways:   

·      The fundamentals of customer service start with individual customer interactions. First, we must learn how to deal with all the different inquiries at the start of the customer's journey. Then, try to meet them where they are so we can anticipate their needs and find opportunities to enrich their experience.

·      Technology has allowed customers to take control of their experience. If done right, technology can help provide the great experience they expect from your brand.

·      Julius Robinson also shares two things organizations can do to create a great customer experience.

1.    Ask the right questions. Customers don't always verbalize what their needs and wants are. Make time to find out what they expect from you. 

2.    Empower your employees to deliver a great experience. Find out what the customers’ end goals are. An example from the hospitality industry is if it is a family that hasn't travelled since the pandemic started and is concerned about health, employees need to have the information and tools to give the customers confidence in a safe travel experience.

·      Marriott International believes that if you take care of your associates, they will take care of the customer. They call it the TakeCare culture. It is a culture that is all about listening, having empathy, responding with clarity, and delivering on the customer's expectations.

Quote: 

"Enable your teams to overcome problems authentically. Empower them with broad guidelines and proper training, and they will do great things for the customers."

About:  

Julius Robinson is the Chief Sales & Marketing Officer at Marriott International. He leads the disciplines of Sales, Distribution, Field Marketing, Franchise Sales, Marketing & Revenue Management Support, and Public Relations and Crisis Communications for Marriott International.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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