CX Tip #48: Empower Employees to Create Memorable Moments

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CX Tip #48: Empower Employees to Create Memorable Moments
(Employee Engagement)

Hampton has trained its team members on a set of Moment Makers rather than checklists and scripts to handle a variety of situations. Moment Makers are designed so that team members can choose approaches based on their personality, comfort level, and individual style to match the cues from guests. These approaches include being anticipatory, using empathy, using humor, providing unexpected delight, and giving a compliment. Moment Makers are taught from a team member’s first days on the job when he or she learns the brand story and continue to be reinforced on an ongoing basis through learning maps and e-learning modules. Click for more info

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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