Lauren Wood

Mm-hmm. Is there any other advice that you would give to customer experience leaders who are really trying to balance personalized experiences with a scaled operation?

It's all about the team. It's about the team of people who are interacting with that customer day in and day out. And you mentioned something that I think is just so vitally important for client facing leaders is really empowering your team to know what decisions they can make.

It's all about the team. It's about the team of people who are interacting with that customer day in and day out. And you mentioned something that I think is just so vitally important for client facing leaders is really empowering your team to know what decisions they can make.

It's all about the team. It's about the team of people who are interacting with that customer day in and day out. And you mentioned something that I think is just so vitally important for client facing leaders is really empowering your team to know what decisions they can make.

And so can you give us some examples of how your team is set up so that they know I can do this and take an opportunity to make a customer's day with kind of some predetermined boundaries?

And so can you give us some examples of how your team is set up so that they know I can do this and take an opportunity to make a customer's day with kind of some predetermined boundaries?

And so can you give us some examples of how your team is set up so that they know I can do this and take an opportunity to make a customer's day with kind of some predetermined boundaries?

Delays impact the trust of the customer. When something takes a long time, when the person that you're speaking to, when the person the customer is speaking to is not able to make a decision, where they have to go back to someone else, you start to degrade the customer's trust minute by minute.

Delays impact the trust of the customer. When something takes a long time, when the person that you're speaking to, when the person the customer is speaking to is not able to make a decision, where they have to go back to someone else, you start to degrade the customer's trust minute by minute.

Delays impact the trust of the customer. When something takes a long time, when the person that you're speaking to, when the person the customer is speaking to is not able to make a decision, where they have to go back to someone else, you start to degrade the customer's trust minute by minute.

And I think it's just so vital that organizations, again, in any industry, think about the cost of that long-term decrease in trust. Because like you said, we want to close something up as quickly as possible so that that guest can then move on to having a good experience. We need to do that quickly. And I know I've taken the Ritz-Carlton customer service training in the past.

And I think it's just so vital that organizations, again, in any industry, think about the cost of that long-term decrease in trust. Because like you said, we want to close something up as quickly as possible so that that guest can then move on to having a good experience. We need to do that quickly. And I know I've taken the Ritz-Carlton customer service training in the past.

And I think it's just so vital that organizations, again, in any industry, think about the cost of that long-term decrease in trust. Because like you said, we want to close something up as quickly as possible so that that guest can then move on to having a good experience. We need to do that quickly. And I know I've taken the Ritz-Carlton customer service training in the past.

As an example, they have a $2,000 amount for each employee. And of course, that's a lot of money and not every business can do that. But just that fact of you are able to spend this money to make sure that something gets resolved, you are empowered to resolve it. enabling employees to do that builds trust and drives revenue in the long run.

As an example, they have a $2,000 amount for each employee. And of course, that's a lot of money and not every business can do that. But just that fact of you are able to spend this money to make sure that something gets resolved, you are empowered to resolve it. enabling employees to do that builds trust and drives revenue in the long run.

As an example, they have a $2,000 amount for each employee. And of course, that's a lot of money and not every business can do that. But just that fact of you are able to spend this money to make sure that something gets resolved, you are empowered to resolve it. enabling employees to do that builds trust and drives revenue in the long run.

And we just have to think beyond that initial dollar amount and really look at the total lifetime value of a customer.

And we just have to think beyond that initial dollar amount and really look at the total lifetime value of a customer.

And we just have to think beyond that initial dollar amount and really look at the total lifetime value of a customer.

I'm curious to know, how do you run your meetings with your team? Just in terms of having them, one, be comfortable to make decisions and then also learn from their peers. I'm just, I can tell that you're such an impactful leader and I'm just curious to know what are some of your methods, tips, tricks so that our listeners can learn from you?