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cover of episode 5 Steps to “Celebrity Service” (That Will Go Viral)

5 Steps to “Celebrity Service” (That Will Go Viral)

2025/6/4
logo of podcast Experts of Experience

Experts of Experience
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J
Jeff
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L
Lacey
R
Rose
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Topics
Lacey Peace: 万豪酒店的案例展示了社交媒体在客户体验中的力量。尽管需要团队间的协调，但一个小小的举动就能在社交媒体上获得巨大的曝光，提升品牌形象。 Rose Shocker: 万豪酒店通过寄回顾客遗失的毛绒玩具，并附赠定制的浴袍和团队成员衬衫，以及免费入住券，赢得了顾客的喜爱。这一事件在社交媒体上迅速传播，为万豪酒店带来了积极的品牌形象。

Deep Dive

Chapters
This chapter starts with a viral Marriott Hotels customer experience; a girl left her beloved childhood stuffed animal at a Marriott Hotel in Hawaii and received it back with gifts, including a Marriott robe and a voucher. The story highlights the impressive coordination and positive PR outcome, emphasizing the impact of simple gestures.
  • Marriott's social media team spent $80 for 330,000 impressions.
  • A simple gesture created a viral marketing moment.
  • The story emphasizes the importance of coordination and unexpected touches in customer service.

Shownotes Transcript

What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?

Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.

From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.

But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical.

 

Key Moments:

 

01:19: How Marriott Turned a Lost Toy Into a Viral CX Win

05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”

14:48: Where “Celebrity Service” Began: A Moment That Changed Everything

27:47: How to Implement Celebrity-Level Customer Experience

29:22: Why Most CX Fails: The Time Commitment Gap

30:18: Designing a Visual Space That Fuels CX Innovation

32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas

37:16: From Brainstorm to Buy-In: Turning Ideas Into Action

38:12: Driving Team Engagement Through Recognition & Ownership

40:03: CX That Converts: Case Studies from Avon, IHG & More

54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories

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*Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit *salesforce.com/agentforce)

 

*Mission.org is a media studio producing content alongside world-class clients. **Learn more at *mission.org)