Apr 27, 2022
In today’s episode, we are joined by Josh Liebman,
the Guest Experience Evangelist for ROLLER Software. Josh has
worked for some of the top tourism destinations in the world, from
Walt Disney World and Universal Studios to Ritz Carlton, The Four
Seasons, and Coca-Cola. With nearly 17 years of designing
experiences in this industry, Josh specializes in service
standards, complaint resolution, and guest feedback. Tune in as we
look at how customer needs and expectations have changed and what
we can do to help them feel cared for, supported, inspired, and
connected in a post-pandemic world.
IN THIS EPISODE:
- [02:19] Josh explains what guest experience
evangelists do and what it entails.
- [08:12] How does ROLLER make the ticketing and
booking experience better?
- [15:31] Josh shares an example of how to improve
guest experience by eliminating administrative and functional
elements through technology.
- [18:09] Meeting customers’ expectations is not
enough. You should go above and beyond.
- [25:30] Best practices to empower customer service
- [28:29] Josh’s recommendations to recover from
- [32:30] The difference between being
customer-centric and experience-centric.
- [38:20] How the pandemic changed the hospitality
and tourism industry.
- Many jump straight to the solution when resolving
customer complaints, but this makes it a transactional experience
for the customer. When we think about the relationship aspects then
we realize that it requires the experience and hospitality elements
that lead up to the solution.
- We need to address friendliness, being the hero,
and service recovery again because those things might have been
success factors in 2010 but in some ways, we are starting over in a
different place where there is technology that can replace some of
those interactions. There is a real need for companies to begin to
focus on what customer-centricity is about.
- When companies reopen after the pandemic, the first
guests to come back are those that are most loyal. Companies need
to acknowledge that the customers made a very intentional decision
to do business with them and make sure that the guests know you are
aware of that.
Josh's Podcast: Attraction
Podcast: The Guest Experience Show
Josh Liebman is the Guest Experience Evangelist for
ROLLER Software. With nearly 17 years of designing experiences in
the hospitality, tourism, and attraction industry, Josh specializes
in service standards, complaint resolution, and guest feedback.
Working for some of the top tourism destinations in the world,
including Walt Disney World and Universal Orlando, Ritz Carlton,
Four Seasons, and The Coca-Cola Company, Josh’s background includes
leadership in operations, guest service communications, quality
assurance consulting, consumer analytics, and guest experience
training. Josh's guest experience philosophies, strategies, and
tactics transcend all industries and if you want to dive deeper
into his expertise he is also the host of two podcasts: The Guest
Experience Show and AttractionPros.