September 7, 2009
I’ve just posted my 41-minute interview with best-selling author Dr. Joseph Michelli. He covers customer service at Pike Place Fish Market, Starbucks, and Ritz-Carlton Hotels. (See the player in the right sidebar. You’ll also find it on iTunes. Subscribe to get updates automatically.)
You’ll hear his take on creating hope and purpose with your employees, why failing to properly orient new employees is “immoral”(!) and how to share your vision with employees. He also covers some specifics about training tools used successfully, like Starbucks’ Green Apron book, and the Ritz-Carlton daily lineup.
I thoroughly enjoyed talking with him and think you’ll find he offers truly practical advice. His latest book is The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience at Ritz-Carlton Hotels. Enjoy!
August 19, 2009
4-minute video podcast showing the visitor experience at Madrid’s Barajas International Airport. Features wayfinding, retail display, family-friendly touches, and comfort elements like seating.
July 25, 2009
5-minute video podcast detailing the visitor experience at Majorelle Gardens in Marrakech, Morocco. We show the entry, brochure, store, cafe, and some issues with wayfinding at this lovely private garden that was the second home of designer Yves Saint Laurent. Learn more about museum visitor experiences at www.experienceology.com/classes, featuring tech tutorials, on-demand downloads, and live webinars.
July 4, 2009
This 4-minute video podcast takes you to Madrid’s Prado Museum. You’ll meet a student from London waiting in line—and hear what she’s most looking forward to inside (her answer may surprise you!) We’ll review various key aspects of this museum’s visitor experience in this first-ever Experienceology video podcast. If you enjoy this video podcast, check out our new online training site, where you can purchase classes on demand or participate in live webinars: www.experienceology.com/classes
February 24, 2009
28-minute interview with Ivan Nethercoat, Training & Interpretation Manager, People Engagement Department, for the RSPB (Royal Society for the Protection of Birds). Nethercoat covers the recent re-branding efforts of the RSPB, including training brand advocates within the organization. He also explains how they are integrating conversational interpretation into the experience at their visitor centers.
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