The customer experience is more than greeting everyone that walks through your door with a warm smile and Texas-friendly hello. Today's customer expects "next level hospitality" and they demand service availability in the palm of their hands. Consumers crave personalized VIP experiences and easily become offended when they can't shop online 24 hours a day. Generational shopping habits are as diverse as a business's digital marketing options. Ongoing labor shortages, production and transportation challenges, economic uncertainty, a challenging political climate, and the country's current social, physical, and emotional capacity continue to challenge #smallbiz owners. How in the world are we supposed to earn five-star reviews and keep everyone happy?
This course will highlight the importance of creating five-star customer experiences and managing the complicated expectations of today's consumers. We will highlight how to maximize your ROI and expand internal capacity to elevate customer service cultures. Finally, this class will outline why one must make sure to take care of themselves so you can create a compelling customer experience.
Bio
Sarah “Main Street” O’Brien has over two decades of downtown revitalization, community engagement, destination development, and local government experience. She has been a certified Texas Friendly Hospitality Instructor for over 15 years and regularly speaks on the local, state, national, and international levels with fierce passion and creative content designed to challenge the status quo. Purpose-driven and intentionally courageous; Pulitzer Prize winner Tony Horowitz had this to say in regard to Sarah on the pages of his novel about urban planner Frank Law Olmstead, "Sarah O'Brien was the only person we met who had even considered the question."
Sarah works across the state helping communities and organizations create strategic solutions while inspiring action in the people and places she serves. A two-time past president of the Texas Downtown Association, she currently serves as chair of the City of Smithville Historic Design Review Board, the community she now calls home. When she is not sitting on the front porch or her historic home, she can be found pretending to be a junk gypsy at her aunt's antique venue in Round Top, Texas.
