Webinar Description
In this insightful webinar, Alain, an expert in customer-centric strategies, explores the fundamental role of leadership in shaping a guest-focused organization. Drawing from years of experience across various industries, he emphasizes that while tools like journey maps and Net Promoter Scores are valuable, they are secondary to leadership behavior in determining an organization’s success in prioritizing guests.
The session highlights three critical leadership behaviors that define guest-centric organizations:
1. Making the Guest Experience Clear – Leaders must provide a well-defined and actionable vision of what an outstanding guest experience looks like, ensuring consistency across all employees. Without this clarity, service levels become inconsistent, varying by individual interpretation.
2. Making the Guest Experience Compelling – Beyond knowing what great service entails, employees should feel motivated and inspired to deliver it. Leaders play a key role in fostering a culture where customer service is not just an expectation but a source of personal and professional fulfillment.
3. Making the Guest Experience Flow – Even with clarity and motivation, operational barriers can hinder exceptional service. Effective leaders streamline processes, remove obstacles, and create an environment where employees can seamlessly deliver the best possible guest experience.
Throughout the webinar, Alain provides real-world examples from outside the attractions industry, offering fresh perspectives and practical insights for leaders aiming to cultivate a truly guest-centric culture. Whether you are a seasoned executive or an emerging leader, this session offers valuable takeaways to inspire and implement in your organization.
Speakers
Details
CEUs: 1.0
Session Time: 60 minutes
Language: American English
Key Features: Recording of live presentation on 04/30/2024
Prices
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