Mike Kuenne's guest appearances

Mike Kuenne

Voices of CX

CX Passport

OwlTail

🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...🤔Why does experience matter if it's "just a product"💎A brand's place on the luxury spectrum🧹Who has the best customer insight at a hotel?👉The impact of expectations on experience👣No substitute for feet on the ground🏕️Tell stories🥰A heartwarming story of experience delightHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests.  They're in the guests' rooms, they truly understand what's going on.” - MikeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Kuenne Advisory: kuenneadvisory.com

🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?... 🤔Why does experience matter if it's "just a product"💎A brand's place on the luxury spectrum🧹Who has the best customer insight at a hotel?👉The impact of expectations on experience👣No substitute for feet on the ground🏕️Tell stories🥰A heartwarming story of experience delight Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests.  They're in the guests' rooms, they truly understand what's going on.” - Mike Sign up for the weekly newsletter and never miss an episode: <a href="http://cxpassport.com/#signup" rel="nofollow" target="_blank">cxpassport.com/#signup</a> Apple Podcasts: <a href="http://bit.ly/applecxpassport" rel="nofollow" target="_blank">http://bit.ly/applecxpassport</a>Spotify: <a href="http://bit.ly/spotifycxpassport" rel="nofollow" target="_blank">http://bit.ly/spotifycxpassport</a>Web: <a href="http://cxpassport.com" rel="nofollow" target="_blank">http://cxpassport.com</a>YouTube: <a href="https://bit.ly/youtubecxpassport" rel="nofollow" target="_blank">https://bit.ly/youtubecxpassport</a> Episode resources:Kuenne Advisory: <a href="http://kuenneadvisory.com/" rel="nofollow" target="_blank">kuenneadvisory.com</a>

The one with the housekeepers' customer insight - Mike Kuenne S2E102

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 KuenneMike 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. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate &amp; Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America.  Mike earned his Bachelor’s degree in International Business &amp; Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children.🟠Connect with Mike KuenneFollow Mike on LinkedIn: https://www.linkedin.com/in/mkuenne/🟠Would you like to read the full interview? Get the summary on our blog at 📧 Subscribe to the Worthix Newsletter 📧👉  https://bit.ly/newsletter-voices-of-cx🟠Connect with the Voices of CX Follow Worthix on LinkedIn https://www.linkedin.com/showcase/voices-of-cx-podcast/Follow Mary Drumond on LinkedIn https://www.linkedin.com/in/marydrumond/And Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com

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. Organizational leaders and Executive teams benefit from his broad experience in Technology, Corporate &amp; Site Operations, Procurement / Sourcing Strategy, Administration, and Brand and Customer Experience. He enjoys sharing his passion for Customer Experience and has been featured on numerous podcasts and in various industry publications. He’s worked with many fortune 500 clients in consulting roles with PwC and North Highland, and held multiple industry leadership roles, most recently as Senior Vice President and Chief Customer Officer at Extended Stay America. Mike earned his Bachelor’s degree in International Business &amp; Political Science from Lehigh University and a Master’s degree in Business Administration from the University of Massachusetts – Amherst. He is an avid traveler and a passionate supporter and coach of youth sports. He resides in Charlotte, NC with his wife Wesley and their 3 children. 🟠Connect with Mike Kuenne Follow Mike on LinkedIn: <a href="https://www.linkedin.com/in/mkuenne/" rel="nofollow" target="_blank">https://www.linkedin.com/in/mkuenne/</a> 🟠Would you like to read the full interview? Get the summary on our blog at 📧 Subscribe to the Worthix Newsletter 📧 👉 <a href="https://bit.ly/newsletter-voices-of-cx" rel="nofollow" target="_blank">https://bit.ly/newsletter-voices-of-cx</a> 🟠Connect with the Voices of CX Follow Worthix on LinkedIn <a href="https://www.linkedin.com/showcase/voices-of-cx-podcast/" rel="nofollow" target="_blank">https://www.linkedin.com/showcase/voices-of-cx-podcast/</a> Follow Mary Drumond on LinkedIn <a href="https://www.linkedin.com/in/marydrumond/" rel="nofollow" target="_blank">https://www.linkedin.com/in/marydrumond/</a> And Follow Mary Drumond on Twitter: @drumondmary 🟠About Voices of CX Podcast The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. 📩Got something to say about CX or want to be featured on the show? Let us know! Email us at contact@worthix.com