Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty.
“Recognize that your guests don’t need you. They can go elsewhere. So be intentional about exceeding their expectations so that they want to do business with you again and recommend you to everyone they know.”
“The idea behind having a hospitality mindset is to look beyond the dollar amount customers bring into the business. Provide an experience that extends beyond the transaction and allows you to build a framework for a service culture that treats everyone like a guest.”
“Make the experience something to be loyal to. Loyal guests or loyal customers continue to do business with you, tell others about it, and even defend your business when needed. They help advocate for and evangelize your business.”
Josh Liebman specializes in guest experience within attractions, hospitality, and tourism. He is the co-host of the AttractionPros Podcast and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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