The Secret to Viral Marketing? It’s Not Marketing.

What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?

Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.

From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.

But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical.

Key Moments:

01:19: How Marriott Turned a Lost Toy Into a Viral CX Win

05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”

14:48: Where “Celebrity Service” Began: A Moment That Changed Everything

27:47: How to Implement Celebrity-Level Customer Experience

29:22: Why Most CX Fails: The Time Commitment Gap

30:18: Designing a Visual Space That Fuels CX Innovation

32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas

37:16: From Brainstorm to Buy-In: Turning Ideas Into Action

38:12: Driving Team Engagement Through Recognition & Ownership

40:03: CX That Converts: Case Studies from Avon, IHG & More

54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.