Lessons Learned at Walt Disney World

Disney parks and resorts have set the stage for a global shift in customer experience. The reason why so many brands imitate their offerings and training program is because they have mastered the guest-facing environment and behaviors that drive engagement

Lessons Learned at W Hotels

A paradigm-shifting trendsetter for the hospitality industry, W Hotels was the first brand to set the tone for modern luxury customer experiences in the hotel space. From its careful branding to its invigorating atmosphere and sultry décor, W Hotels knows

Hiring for Cultural Fit

If you read my blog last month, you may have taken a moment to consider your company culture: what did you find out about it? More importantly, what do your customers think about your company’s culture? Are your employees