virgin - CX Obsession - for CX and Process people

Excellent Hotel experiences

Now this is the hotel experience. Great advice for all hotel chains from the man himself – Sir Richard Branson.

Focus on those key moments of truth for guests and magic just happens.

What MOTs do you get especially peeved with when traveling?

You can join this excellent Virgin Hotel experience in Chicago – go see http://virginhotels.com/

They will be in New York and Nashville very soon.

It is all about OutsideIn

At Virgin it is all about a great customer experience. OutsideIn provides the discipline to turn that thinking into successful business. Paul Sands, Director of Customer Experience, Virgin.

Get the book here http://www.outsideinthesecret.com/

If you could ask a billionaire one question what would you ask?

Please let me know because I will ask him every question I can squeeze in. It isn’t often you get the chance to meet your hero. This is it…

Comments below, or email me stevetowers@gmail.com

Reflecting on his success – a Virgin still?

This video from a few years ago captures both the man and the moment.

He goes from strength to strength and this quote epitomizes his credo “I believe that drudgery and clock-watching are a terrible betrayal of that universal, inborn entrepreneurial spirit.”

The video, 26 minutes long, may be adequately summarized by someone just as equally radical in their own way, “The reasonable man adapts himself to the conditions that surround him… The unreasonable man adapts surrounding conditions to himself… All progress depends on the unreasonable man.” George Bernard-Shaw.

Rock on Richard, carry on challenging and changing. At the end of the day it is the customer who wins because of you.

Advanced BPM – Case Studies for download

The following casestudies from Toyota and Virgin Mobile tell the unfolding story of a quest for Outside-In.

Download the PDF’s
> Toyota http://bit.ly/1IymL <
> Virgin Mobile http://bit.ly/EkImH <