Creating Superfans

Charles Ryan Minton on Improving CX from the Inside Out

Sep 19, 2023

44:33

In this week's episode of the Creating Superfans podcast, I'm joined by Charles Ryan Minton, a customer and employee experience expert, keynote speaker, and best-selling author. Ryan has worked with high profile brands such as Hilton Hotels Worldwide, Marriott International, and InterContinental Hotels Group.

As a Hotel Executive, Ryan created environments where employees felt valued and empowered, leading to record-breaking revenues, profits, and some of the highest recognition in hospitality.

In our conversation, you'll learn about:

how employee enablement affects morale and retention
why employees should act like they're "on stage" while working
the heartfelt story behind the title of Ryan's book, "Thanks for Coming in Today"
what led both Brittany & Ryan to walk out of businesses recently

Even if you're not in hospitality, the tips and insights you'll hear can be applied to any industry for fostering a positive workplace, maximizing your customers' first impressions, and improving the customer experience from the inside out.

Show Notes

[00:01:45] Brittany shares how she first met Ryan and discovered his book, "Thanks for Coming in Today."
[00:04:05] What led Brittany to walk out of her Acupuncture appointment
[00:05:16] Why customers shouldn't see your behind-the-scenes operations and how Ryan obsesses over these first impressions
[00:08:05] How Ryan transformed underperforming hotels through employee enablement
[00:10:10] The most important aspect of any leader's job
[00:11:56] Ryan's small gestures that significantly improved the employee experience
[00:14:27] Why employee enablement is so crucial for morale and retention
[00:16:31] The first thing Ryan looks to improve at any company
[00:18:31] A pet peeve of Ryan that many organizations make and why it's a poor reflection on your employee experience
[00:21:42] Everything speaks - even the welcome mats, signage, and the status of your bathrooms.
[00:24:30] Brittany's great experience at her dog ophthalmology appointment
[00:28:46] The story behind the title of Ryan's book, "Thanks for Coming in Today."[0035:21] Ryan and Brittany have a major disagreement about Costco and both share their respective experiences

Buy "Thanks for Coming in Today"
Visit Ryan's Website