Patrick Duffy, Chief Experience Officer & Global Director of Vacations, Diamond Resorts...
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Transcript of Patrick Duffy, Chief Experience Officer & Global Director of Vacations, Diamond Resorts...
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Chief Customer Officer ForumPatrick C Duffy
Chief Experience Officer & Global Director of Vacations
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Gardening
• From seed to mulch– Creating a platform empowered to deliver Empathy
– Flower doesn’t revert to seed, seed grows to Flower
– Our CS team is our Flowers, we need them and they need us
– They look, sometimes flounder but still are awaiting
– End of each day, the duty of deliverables
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Tending to the Garden
• Customer Service Excellence– Isn’t that an expected in their role
– Are the companies expectations met daily
– Is the Flower’s expectations equally met
– Watering the Flower/incentivize the Team Member
– Daily feeding is very inexpensive
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Garden of Even
• Hierarchy in Customer Relationship Centrism– Customer is always the end user, trumpet and cheer
– Importance and urgency in their role
– Removing personal boundaries ($) to maintain objectivity
– Celebrate the Hierarchy
– Acknowledge large and small successes
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Sweet Fruit of our Labor
• Grass Root CS Centrism– Build a solid core of team members who deliver
– Clear defined Roles & Responsibilities
– Monitor and measure with a human touch
– Let them go, let them deliver
– Remind them of the day they started
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Wrap up
• Day One on….– Care
– Concern
– Reliability
– Sensitivity
– Feeling of being a part of; feeling important