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Bertrandduperrin bookmarked on 2009-11-02 starwood customersatisfaction problemsolving ideas decisionmaking

"Does your workplace culture inspire employees to do their best work? Even though we are still in tough economic times do you still provide resources for your employees to develop relationships with customers so they are inspired to return? Do your customers and employees champion your products and services?



Nancy London, the Vice President and global brand leader for Starwood Hotels, which include Westin, Sheraton, and St. Regis, answered yes to all three questions.



She shared some of her organization’s recipes for satisfied employees and happy guests."

  • “On associate name tags, rather than including their place of
    birth, they state one of their passions, such as: running or cooking. This
    gives them a reason to speak with other people about their interests
  • Relationships are an
    important part of an outstanding guest experience
  • We broadened out effort to approach service that empowers
    front line employees to make decisions and solve problems for guests.

This link has been bookmarked by 1 people . It was first bookmarked on 02 Nov 2009, by Bertrand Duperrin.

  • 02 Nov 09
    bertrandduperrin
    Bertrand Duperrin

    "Does your workplace culture inspire employees to do their best work? Even though we are still in tough economic times do you still provide resources for your employees to develop relationships with customers so they are inspired to return? Do your customers and employees champion your products and services?



    Nancy London, the Vice President and global brand leader for Starwood Hotels, which include Westin, Sheraton, and St. Regis, answered yes to all three questions.



    She shared some of her organization’s recipes for satisfied employees and happy guests."

    starwood customersatisfaction problemsolving ideas decisionmaking

    • “On associate name tags, rather than including their place of
      birth, they state one of their passions, such as: running or cooking. This
      gives them a reason to speak with other people about their interests
    • Relationships are an
      important part of an outstanding guest experience
    • 1 more annotations...

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