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Wess Walters, MBA is the owner and creative genius of Wesswalters & Associates (wesswalters.com) a company dedicated to teaching entrepreneurs, business owners and those in upper management the importance of enhancing the customer experience and how it affects their bottom line. Wess concentrates on what he calls the 3 pillars of Customer Experience which are: The First Impression, the user’s first interaction with the product, service or institution, The Connection, the organization’s human touch with the ability to connect with the customer using effective listening, empathy & altruism and The Execution, the organization’s ability to deliver on the written and unwritten promises to the customer. For over 15 years Wess has studied extreme customer service in the hospitality, freight, restaurant, retail, healthcare and entertainment industries at some of the most recognizable brand such as Marriott, The Ritz-Carlton, Emory Healthcare, Sheraton, Walgreens, Hyatt, UPS, Darden restaurants and Turner Broadcasting. His research has revealed the secrets that make these brands successful and he shares these findings to his followers.
Wess has given keynote addresses at the Urban Business Institute, Beauty Supply Institute, Hustle University, Impact Branding and has also conducting training for restaurant giant TGIF.