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
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
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)
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)
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.