The one with the housekeepers' customer insight - Mike Kuenne S2E102

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🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...

🤔Why does experience matter if it's "just a product"

💎A brand's place on the luxury spectrum

🧹Who has the best customer insight at a hotel?

👉The impact of expectations on experience

👣No substitute for feet on the ground

🏕️Tell stories

🥰A heartwarming story of experience delight

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests.  They're in the guests' rooms, they truly understand what's going on.” - Mike

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Episode resources:

Kuenne Advisory: kuenneadvisory.com