Voices of CX · 2022-11-07 · 38 min
This week, I was joined by Mike Kuenne, owner and principal of Kuenne Advisory LLC. We discussed the complex reality of setting expectations in the hospitality industry. One guests’ memory-building experience is another’s one-star review, and the absolute norm in one region is a completely foreign experience in another. A misalignment in expectations can ruin an otherwise good or even great experience. And hospitality has the huge responsibility of understanding the differences between these guest profiles and, not only accommodating them differently but finding opportunities to set expectations ahead of time so they’re not caught by surprise. Without further ado, enjoy the episode! About Mike Kuenne Mike is the owner and Principal of Kuenne Advisory LLC and has 25 years of experience in industry and consulting across B2B and B2C channels. He brings a unique perspective by leveraging his diverse background across multiple organizational disciplines helping organizations create truly comprehensive strategies.
Writing the Blueprint for Customer Obsession: Marbue Brown - S10E867 / 100B2B Content Marketing with a Growth Strategy: A. Lee Judge - S10E7CX Professionals Worldwide Get Back to Basics: Rick Denton - S10E6Behavior Design; Map Key Behaviors by being Uncomfortably Specific: Kristen Berman - S10E5Design Thinking at the Agency Exporting Silicon Valley: Marcela Lay - S10E3