What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical. Key Moments: 01:19: How Marriott Turned a Lost Toy Into a Viral CX Win05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”14:48: Where “Celebrity Service” Began: A Moment That Changed Everything27:47: How to Implement Celebrity-Level Customer Experience29:22: Why Most CX Fails: The Time Commitment Gap30:18: Designing a Visual Space That Fuels CX Innovation32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas37:16: From Brainstorm to Buy-In: Turning Ideas Into Action38:12: Driving Team Engagement Through Recognition & Ownership40:03: CX That Converts: Case Studies from Avon, IHG & More54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
Your greatest marketing tomorrow is the service that you deliver today. Customer experience moments are the best marketing material. Look at what just happened to the appearance of your business. The gap in your service you don't realize exists. I don't know how many of these organizations and businesses are actually sitting down around the table with customers.
That's what I think I've been most intrigued by in the last couple of conversations I've had is how people are using these AI tools to augment the employees. So that way they can actually focus more on that human experience.
There's your efficiency. Taking out those mundane, everyday, lots of people can do the same type of thing. If you were to recognize ChatGPT for their great ideas. What does that do to your team? When profits go before people, that's when I start to worry.
We have these great customer experiences that we can highlight and share. It actually makes the job of the marketing team, the job of the sales team so much easier. This is what I do in my interactive workshops and masterclasses. Now, maybe we've got a list of 20 ideas. Five of those might be illegal. I was going to say, some of these would be pretty outrageous.
One question's changed everything in that person's mind. Who thought she was delivering the high level of service? Jeff, I'm bought in. I'm interested. I'm intrigued. I want to apply this to my business. What do I do? Lacey, did you hear anything about this viral Marriott Hotels customer experience with this like teenage girl leaving her lamby, her childhood stuffed animal at a Marriott Hotel?
OK, wait, I've heard someone mention this on the show. Or is this new? Is this recent? This happened. This is like maybe within a couple of weeks. OK, someone definitely mentioned it, but I did not look into it. So I don't know the details. I don't know the conclusion of the story. So tell me, Rose, what happened?
OK. And honestly, I haven't been on social media enough lately. So shout out Brie Reynolds. She's a senior consumer comms manager at Yahoo. I saw her post about this six days ago and I immediately saved it. I was like, I have to talk to Lacey about this because this is so cute. And shout out Marriott. So this girl, Ava, basically, she's maybe like in her 20s.
She made a TikTok and she's got 4000 followers. So she's not a huge influencer. She made a TikTok and she posted it saying that she was really sad. She traveled to a Marriott hotel in Hawaii and she left her cherished childhood stuffed animal, her lambie, there. And lo and behold...
just maybe a week or two later she receives Lammy in the mail but not only does she receive her stuffed animal from Marriott they sent Lammy with a custom Marriott robe like Lammy was wearing a robe yeah like the right size yes oh my gosh him and was the right size and we'll put an image on screen of what Lammy came uh how late Lammy came home and all of his new attire oh my gosh
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