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ENHANCING THE CUSTOMER
EXPERIENCE WORLDWIDE
Chad Crawford, VP Guest Experience
Carrie Hines, SVP Account Director
FOCUS ON WHAT MATTERS
TO YOUR GUESTS…NOT YOU.
WHAT SHOULD YOUR BRAND
“FEEL” LIKE TO A GUEST?
DEVELOP SOLUTIONS,
DON’T RESTATE PROBLEMS.
MEASURE RESULTS,
DON’T INCENTIVIZE THEM.

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Enhancing the Customer Experience Worldwide - DRS, 1/25/16