Customer Experience - BRIDGING the Technology Gap
Be Digital When It's Efficient. Be Human When It Matters.
Customers don't remember transactions. They remember how you made them feel. In this energetic, story-driven keynote, Peter Lauria shows leaders and teams how to build genuine connection at every touchpoint, creating experiences that set a business apart and make customers want to come back.Peter introduces...
5th Dimensional Customer Experience
Identify & Engage Every Customer
5th Dimensional Customer Experience: Are You Serving ALL Your Customers?What if most organizations are completely overlooking some of their most important customers?For years, I assumed a customer was simply someone who paid us for a product or service.Then I opened the dictionary.....What I discovered completely...
Leadership From Cops to Business
Lessons learned from Supervising Cops
Let’s face it, being a cop is tough work. Supervising cops is even tougher. We are not talking Mayberry either. Giani entered the police academy after leaving the Air Force as a supervisor. Giani rose through the ranks as a beat cop, missing persons detective...
THE FEEL IS THE MEAL
Why People Remember Emotion More Than Execution
Guests may forget what they ordered, what the room looked like, or every detail of an interaction. They rarely forget how the experience made them feel.In The Feel Is the Meal, hospitality executive, entrepreneur, and author Alfio Celia reveals why technical excellence alone does no...
THE EXPERIENCE IS BROKEN BEFORE THE GUEST ARRIVES
How Leadership, Culture, and Operations Shape Every Customer Experience
Most customer experience failures do not begin when an employee meets a guest. They begin much earlier.They begin with unclear expectations, conflicting priorities, broken processes, weak communication, poor training, and leaders who unknowingly create the conditions for failure.In The Experience Is Broken Before...
