Julius Robinson is the Chief Sales & Marketing Officer at Marriott International. He leads the disciplines of Sales, Distribution, Field Marketing, Franchise Sales, Marketing & Revenue Management Support, and Public Relations and Crisis Communications for Marriott International.
“Enable your teams to overcome problems authentically. Empower them with broad guidelines and proper training, and they will do great things for the customers.”
“In many cases, customers give a higher satisfaction rating if a problem they have encountered is resolved properly than customers who did not experience any problem at all.”
“Being customer-obsessed means meeting the customer at their needs and creating special moments in every opportunity.”
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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