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CUSTOMeR CENTRICITY

Want happy customers? Focus on happy employees

Linking employee engagement to customer satisfaction at Starwood

Linking employee engagement to customer satisfaction at Starwood

Customer Centric

Published by McKinsey Organization Blog | Sep 10, 2018


How do you recognize a customer-centric culture?

Employees individually and collectively prioritize customer needs in everything they do.



Linking employee engagement to customer satisfaction at Starwood

Linking employee engagement to customer satisfaction at Starwood

Linking employee engagement to customer satisfaction at Starwood

Hotel Bell

Published by McKinsey Organization Blog | Apr 15, 2019


  When Jeff Cava became CHRO for Starwood Hotels and Resorts Worldwide, he partnered with the Marketing and Guest Intelligence Teams—groups focused on measuring guest experience and loyalty—to fundamentally rethink the way Starwood served its guests by unlocking the potential of its employees. 

Master these mindsets to enchant customers (PART 1)

Master these mindsets to enchant customers (PART 1)

Master these mindsets to enchant customers (PART 1)

Happy

Published by McKinsey Organization Blog | Jan 7, 2019


Five critical mindsets must be addressed to enable distinctive customer service. 

Master these mindsets to enchant customers (PART 2)

Master these mindsets to enchant customers (PART 1)

Master these mindsets to enchant customers (PART 1)

Plane

Published by McKinsey Organization Blog | Feb 4, 2019


Celebrate mindsets that value the customer AND the employee. Prioritize these three additional mindsets to shape excellent customer experiences. 

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