Doug Kennedy shared so much wisdom with us in this episode - preparing employees to deliver great expeirences, the importance of leaders modeling, and mentoring the behaviors they want to see.

Doug also introduced me to a wonderful Spanish word: Sentipensante - Sensing & Thinking - a fantastic distallation of what it takes to deliver great customer experiences.

Guest Loyalty Is Created By People, Not Points Or Perks

Kennedy Training Network

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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

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