The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.
Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

The “Magic” You can Borrow from Walt Disney World

The magic of Walt Disney

Immersive theming, thrill rides, and parades all contribute to the magic of Walt Disney World in Orlando, Florida. One thing guests will likely never see? Garbage. Every year, Walt Disney World hosts an average of 58 million visitors from around the world. Of those who visit for the first time, nearly 3 in 4 will return. How does a hospitality company keep 42 miles of land with four theme parks, 25 hotels, and 200 restaurants so clean? It all starts with one man’s dream. Walt Disney wanted his t...

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Joe Pye

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
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