Managing Customer Experience Across Cultures

🎙️ Tune into the latest episode of the Anthro to UX podcast with Jesse Dart, Ph.D., who shares his fascinating journey from studying food anthropology in tech companies to becoming a Senior UX Researcher at Hyatt Hotels Corporation. 💡 Jesse discusses his unique background, combining applied anthropology, food studies, and organizational anthropology, and how these perspectives help him navigate the complex world of hospitality UX. 🌐 He unpacks how his ethnographic training drives his approach to understanding the multifaceted nature of hotel experiences, from digital interfaces to on-property interactions. 📌 Insights to explore include Jesse's perspective on: - The value of fieldwork and ethnographic methods in corporate research - How hotels are complex environments requiring an anthropologist's eye - Managing multiple stakeholders in hospitality UX - Balancing quantitative data with qualitative insights - Integrating creative skills like photography and writing with UX research 👉 [Podcast Link]: https://lnkd.in/eXCQcU5F #Anthropology #UX #UserResearch #UXResearch #AppliedAnthropology #Hospitality #HotelTech #EthnographicResearch #ServiceDesign #DigitalExperience #OrganizationalAnthropology #FoodStudies

I spend my life walking through hotels watching the same mistake happen over and over. Brands collect mountains of data but almost none of it reflects what actually happens between humans on a property. This industry measures room nights and ADR and RevPAR, but it rarely measures emotional behavior, and that is the real engine of loyalty. This is why every hospitality brand needs a Hospitality Anthropologist. Someone who studies human behavior in real time. Someone who watches how guests and staff move, interact, hesitate, get confused, get delighted, and quietly form opinions. Someone who sees what the cameras and the spreadsheets never catch. Most brands think they understand their guests because they have surveys and reports. That's not understanding. That's hindsight. Real insight happens in the lobby when you watch four guests walk in and only one is greeted properly. These tiny details are the cracks where trust leaks out, and brands keep missing them because no one is trained to study them. A Hospitality Anthropologist does what data cannot. They observe. They interpret. They translate human behavior into operational changes. They walk the property with no agenda and pick up the emotional signals everyone else ignores. They teach the team how to understand guest psychology. They help leadership see the difference between service and connection. And they become the bridge between operations, marketing, and culture because they understand how everything feels in the real world, not on a spreadsheet. Start simple, choose one person from your leadership team who has emotional intelligence and curiosity. Give them two daily assignments. First, spend 15 minutes watching a natural guest flow area like the lobby or breakfast space. No phone. No list. Just watch. Second, document three small human insights every day. Something a guest did. Something a staff member did. Something that felt off. Something that felt special. Review these insights in the morning meeting. Over time you'll build a real time emotional intelligence system that will change how your brand operates. Next, train this person to report friction moments that are emotional, not operational. Moments where a guest clearly felt something negative even if nothing technically went wrong. These are the soft failures that no one discusses, but they are the ones that keep people from returning. When you fix these tiny emotional details, your reviews change. Your repeat business grows. Your entire brand energy shifts. AI is going to take over a lot of operational tasks in the coming decade. The brands that win will be the ones that invest in understanding human behavior at a deeper level. The brands that understand why guests feel what they feel. The brands that have someone on the inside who can translate emotion into action. The Hospitality Anthropologist will be the most important role in this industry because the future of hospitality is not automation, it's emotion.

I was recently asked at a conference about an immediate action tourism professionals could put into play right away when it comes to communicating with travelers. One area I see as being overlooked is taking advantage of anticipated questions. If you've led the same tour more than once, guided the same experience multiple times, or worked with travelers in any consistent capacity, you already know that their questions are predictable. Too many professionals act as if these are random moments of curiosity, but they are actually patterns you can anticipate and prepare for. The difference between reactive communication and intentional storytelling often comes down to anticipation. When you know the questions before they're asked, you have the opportunity to craft responses that do more than simply answer. These are the questions that open doors to deeper understanding. They are invitations to help travelers see the multidimensional reality of a place rather than just its surface appearance. And what can you do with this information? A few examples: On food tours, travelers will ask about ingredients or preparation methods. Be ready to share: > Where ingredients come from and who grows them. > What this dish means in local celebrations or daily life. > How climate or geography influences what grows here. For adventure activities, people often ask about the landscape or environment. Be prepared with: > Geological or ecological stories about how this place formed. > How local communities have adapted to this environment. > Changes happening due to climate or development. > Why protecting these spaces matters beyond just beauty. If you interact with travelers in any capacity -- from answering questions during the fact-finding part of the buying journey to on-the-ground guiding moments -- here are a few questions you can use to take better advantage of anticipated questions: > What are the three most common questions travelers ask during your tours, experiences, or interactions? How do you currently answer them? > Are there moments when travelers seem curious but don’t ask questions? What might they be wondering about, and how could you address those unspoken curiosities? > Consider the “surface-level” attractions of your destination — the things tourists come to see. What deeper stories or contexts could help transform these from pretty backdrops into meaningful experiences? #TravelStorytelling #TourGuide #

In the long run, service makes the difference Maintaining a level of #service that not only meets, but exceeds our customer’s expectations long term is one of the more challenging business endeavors. All the more in our case because any service program needs to account for numerous stakeholders along the customer journey and ultimately satisfy our OEMs’, our retails partners’ and our consumers’ needs. Excellent long-term service gains even more relevance against the background of our increasing internationalization. In the past few months, our service team, led by Head of Service & After Sales Oliver Piesch, has been expanded with additional experienced colleagues to meet the growing demand. We have conducted a number of audits in which we have identified room for improvement as well as new opportunities – for service remains one of the decisive USPs. In doing so, we are starting to lay the groundwork for our new Porsche drive system and optimizing the setup for our FAZUA brand. Here are our key insights: ➡️ Understanding our customers’ needs: We have conducted extensive #surveys and market analyses, which yielded valuable insights. These insights provide the basis for analysis and strategic planning, confirming that brick-and-mortar retailers are a key ingredient within our service concept. ➡️ Personalization: Engaging with customers face to face is crucial, especially when they have very specific requests. Trained service personnel who live and breathe a solution-focused service mentality are a crucial building block. ➡️ Quality and consistency: The basic idea is to keep the number of service requests to a minimum by virtue of a high product quality. As this is not always possible, the next step is to ensure that service quality is consistently high at all times. Compared to the start of the year, we were able to significantly reduce our service response and delivery times while increasing the service level, as measured in availability for retail partners. Solving problems quickly is a key to success. ➡️ IT infrastructure: Apart from hiring competent staff, choosing the right IT infrastructure has arguably the biggest impact on scaling successfully. Because it lets automated workflows and #AI-powered apps assist service staff so they can keep their eyes on the prize – helping the customer as best they can. ➡️ Training for retailers: Whether in person or remotely – training modules for #retail partners are another central element of our service concept. Because better-trained retailers have an easier time selling and servicing e-bikes with FAZUA drive systems. We have a clear mission: offering a premium service for our customers based on a sustainable and scalable long-term strategy. #futuremobility #Innovation #PorscheeBikePerformance #ebike #digitalization #Porsche #mobility #connectivity Porsche eBike Performance

I've reviewed many tourism strategies, and most have one thing in common: While culture and people often are mentioned, they rarely take center stage. Marketing usually focuses on places and experiences. It's a missed opportunity, since you're skipping the essence and what makes your place really unique and memorable ✨ Instead of just showing attractions and activities, dive into the stories behind. Who are the people maintaining these? What traditions make these unique? In Medellin, a local señor is voluntarily taking care of one of the popular hiking trails. He's there from the early morning making sure it's all set. Most who are not from here don't know, but details like that make it extra special 🤗 How can you introduce people more to traditions and lifestyles? We often remember better when we participate. Not in that awkward, superficial staged way, but in collaboration with locals who also enjoy and benefit from it. It could be having breakfast at the local bakery while chatting with people (very common here in Colombia), watching a game, dancing, sports, joining a festival. Homestays. For those who prefer private accommodation, a dinner together with locals can be a great way to bond. Show why traditions matter. Local guides, interactive tours, and your personal stories can be a great way to share how traditions were shaped. That they often are about so much more than what they first appear (like fika in Sweden ☕). Set expectations from the beginning. Create and promote guidelines that talk about do's and don'ts, how to be respectful, as we are fortunate enough to step into someone else's home. Highlight diversity and challenge stereotypes. After having traveled full-time for 7+ years and been based longer in many countries - one of the main conclusions is that most cultures are misunderstood. Show how locals might have unique approaches to life. How gastronomy, priorities, and values might vary. How it's more about being curious while not assuming… When you focus more on culture, people, and genuine connection, suddenly every place has something to offer 😉 ➡ What would you add? How do you emphasize this in your strategies/travels? ➡ Any place that stands out to you for its culture and people? 📷 A mix from Latin America (Colombia, Ecuador, Brazil, Costa Rica, Bolivia). While you'll be spoiled by options for places to visit, the people and the vibe are what will make you want to come back again and again #cultures #sustainabletravel #travelandtourism

A few weeks back I had a very insightful conversation with Roula Akl. We spoke a lot about the expectations of UHNWI in the sphere of travel and hospitality and one point that we returned to a lot was around Cultural Awareness. It's unbelievable, but in this globalized world, where travel became so easy, and hotels are constantly welcoming guests from around the globe, we still don't conduct consistent sessions for our teams on Cultural awareness. And this is not only for the guests, but companies also have workforces with 30+ nationalities and even among team members there isn't much awareness. We stay with basic things on perhaps, religion, certain customs, food, but there are many considerations that affect the way in which we communicate, engage and build relationships. Inside the organization to name one benefit, fostering a DEIB culture starts with giving our teams the awareness and understanding of our differences and how they play in favor and against in different situations. This will not only help us communicate better, but in terms of employee satisfaction, engagement and contribution it influences greatly. Now, externally to the organization and primarily with our guests, we need to understand not only the etiquette and protocol and the basic cultural nuances, but there are tons of behavioral aspects that shape guests' expectations and that as service providers inside the luxury industry we need to be able to gage and understand. Conducting frequent sessions on cultural awareness, using every guest visit as an opportunity to share and learn, involving everyone in the team to share their experience, creating experiences with a diverse team, don't assume, be flexible, understand your context, talk about this daily, resolve conflict with a learning mindset, be empathic, make cultural awareness part of your culture. Don't forget that small things have a lot of impact and if you wish to provide memorable experiences and service excellence you need to understand the person in front of you, and the more tools you have, the better you'll be equipped to connect. Big renowned brands around the world make daily mistakes in marketing, communication, experience, service due to lack of cultural awareness and this is not only leaving a wrong impression with the guest, but this is putting at risk your brand equity and overall reputation. Most customers don't give a second chance. I have never seen any organization so far really committed to cultural awareness. I'm sure there are some, so let me know in the comments if you know any organization out there truly fostering this kind of culture on a daily basis. Or you can also share something about your culture that you wish people would consider when interacting with you.

Bridging Cultures: How to Welcome Guests from All Walks of Life Tanzania, a land rich in cultural tapestry, thrives on tourism. As someone in the hospitality industry with a background in cultural anthropology and tourism, you're uniquely positioned to create exceptional experiences for guests from diverse backgrounds. Here are some key things to remember: Cultural Sensitivity is Key: Understanding greetings, communication styles, and dietary restrictions across cultures goes a long way. Train staff to be aware of nonverbal cues, respect personal space, and avoid assumptions. Embrace the Power of "Yes, and..." Instead of saying "no" to requests, explore possibilities. Can a seemingly unusual request be accommodated with a twist? This shows flexibility and a willingness to understand guest needs. Celebrate Diversity: Showcase Tanzanian culture alongside offerings catering to different backgrounds. Offer local cuisine alongside international options. Promote cultural events and festivals happening nearby. Communication is King (and Queen): Train staff on basic greetings in common tourist languages. Utilize translation apps or staff who are multilingual. Be patient and clear in your communication. Information is Empowering: Provide brochures or in-room guides with cultural etiquette tips for Tanzania. This empowers guests to navigate unfamiliar situations with confidence. Small Touches Make Big Differences: Offer prayer rugs for Muslim guests, welcome baskets with local treats, or information on local customs. These gestures show cultural awareness and care. Embrace the Learning Opportunity: Encourage guests to share their cultures! Ask respectful questions and actively listen. This creates a two-way exchange and fosters a welcoming environment. By implementing these tips, you can transform your hospitality establishment into a haven for guests from all walks of life. Remember, cultural understanding is an ongoing journey. Embrace the opportunity to learn and grow alongside your guests, creating memories that last a lifetime.

💡 A world-class customer experience doesn’t start with tools or systems — it starts with people. And the culture we build around them. 💡 In today’s digital-first world, it’s easy to think that better systems or smarter tools alone can transform customer experience. But the truth is: You can invest in the best technology, automate every journey, and design the most beautiful app — and still miss the mark. Why? Because CX is ultimately human. It’s shaped by the way your people think, act, and care — every single day. The foundation of exceptional customer experience lies in: 🔹 A culture where employees are empowered to solve problems 🔹 Leadership that role-models empathy and accountability 🔹 Teams that see every customer touchpoint as an opportunity to build trust Technology enables ⛔ but culture delivers. As CX leaders, our real job isn’t to chase the latest tools — it’s to build a mindset across the organization where the customer is everyone’s priority. #CustomerExperience #CXLeadership #CustomerCentricity #CultureMatters #EXmeetsCX #Leadership #DigitalTransformation

𝗪𝗵𝘆 𝗬𝗼𝘂𝗿 "𝗣𝗲𝗿𝗳𝗲𝗰𝘁 𝗣𝗿𝗼𝗱𝘂𝗰𝘁" 𝗜𝘀 𝗙𝗮𝗶𝗹𝗶𝗻𝗴  𝗜𝗻 𝗡𝗼𝗿𝘁𝗵 𝗔𝗺𝗲𝗿𝗶𝗰𝗮 (𝗔𝗻𝗱 𝗛𝗼𝘄 𝘁𝗼 𝗙𝗶𝘅 𝗜𝘁) European and Asian OEMs: Stop blaming the market. Your engineering team built a great excavator/tractor/loader in its class. You've dominated markets overseas. But in North America? Crickets. Here's the hard truth: American buyers don't care that you have the best machine. They care about: → Local service networks that actually work → Parts availability measured in hours, not weeks → Dealers who speak their language (literally and figuratively) → Brands their peers trust and recommend I've watched this play out dozens of times: German, French, UK, Korean, Chinese (take your pick) manufacturer enters US market with superior product. Picks up a few dealers. Expects market share to follow quality. Gets frustrated when it doesn't. Blames "stupid American buyers." The winners? They Americanize everything: 💡 Communication style 💡 Distribution strategy 💡 Service model 💡 Decision-making speed Caterpillar and Deere didn't become dominant by having the absolute best machines. (𝘐 𝘧𝘦𝘦𝘭 𝘭𝘪𝘬𝘦 𝘐 𝘯𝘦𝘦𝘥 𝘵𝘰 𝘴𝘢𝘺 𝘵𝘩𝘪𝘴 𝘢𝘨𝘢𝘪𝘯!) They built the best dealer networks. They made service the product. Your 15-year product development cycle and engineering knows best, and meddling executives style won't work here. 𝗣𝗿𝗼 𝗧𝗶𝗽: 𝘚𝘦𝘵 𝘭𝘰𝘯𝘨-𝘵𝘦𝘳𝘮 𝘴𝘵𝘳𝘢𝘵𝘦𝘨𝘺. 𝘉𝘦 𝘩𝘰𝘯𝘦𝘴𝘵 𝘸𝘪𝘵𝘩 𝘺𝘰𝘶𝘳𝘴𝘦𝘭𝘧 𝘢𝘣𝘰𝘶𝘵 𝘸𝘩𝘢𝘵 𝘪𝘴 𝘪𝘯 𝘵𝘩𝘦 𝘸𝘢𝘺 (𝘦𝘷𝘦𝘯 𝘪𝘧 𝘪𝘵 𝘪𝘴 𝘠𝘖𝘜). 𝘍𝘪𝘯𝘥 𝘥𝘦𝘢𝘭𝘦𝘳𝘴 𝘸𝘩𝘰 𝘢𝘳𝘦 𝘩𝘦𝘭𝘭 𝘣𝘦𝘯𝘵 𝘰𝘯 𝘢𝘧𝘵𝘦𝘳𝘴𝘢𝘭𝘦𝘴 𝘴𝘶𝘱𝘱𝘰𝘳𝘵 (𝘯𝘰𝘵 𝘫𝘶𝘴𝘵 𝘸𝘰𝘳𝘥𝘴, 𝘣𝘶𝘵 𝘳𝘦𝘢𝘭 𝘳𝘦𝘴𝘶𝘭𝘵𝘴). 𝘋𝘰𝘯'𝘵 𝘢𝘣𝘢𝘯𝘥𝘰𝘯 𝘺𝘰𝘶𝘳 𝘴𝘵𝘳𝘢𝘵𝘦𝘨𝘺. 𝘓𝘪𝘴𝘵𝘦𝘯 𝘢𝘯𝘥 𝘢𝘥𝘫𝘶𝘴𝘵 𝘢𝘤𝘤𝘰𝘳𝘥𝘪𝘯𝘨𝘭𝘺 (𝘰𝘷𝘦𝘳 𝘢𝘯𝘥 𝘰𝘷𝘦𝘳 𝘢𝘨𝘢𝘪𝘯). Agree or Disagree? What's your experience with international manufacturers trying to crack the North American market? Jordan Sitter Associates #HeavyEquipment #Recruiting #ExecutiveSearch #EquipmentManufacturing #OEMSales #MarketShare #UnitSales #AftersalesSupport #ProductSupport #PartsManagement #ServiceManagement #DealerRecruitment #DealerDevelopment #ProTip

The aftersales landscape is not smooth. It has numerous challenges impacting service delivery and customer satisfaction.  Let’s break down these obstacles into key areas and explore potential solutions. ➡️Operational Hurdles 1. Service Delivery Efficiency: Optimize technician schedules, leverage remote support, and standardize service procedures to enhance productivity. 2. Inventory Management: Implement demand forecasting, consider consignment models, and explore 3D printing for spare parts. 3. Field Service Optimization: Equip technicians with mobile tools, offer performance incentives, and invest in continuous training. ➡️Customer-Centric Challenges 1. Customer Satisfaction: Prioritize customer feedback, implement CRM systems, and offer proactive communication. 2. Customer Retention: Focus on loyalty programs, personalized service, and extended warranty options. 3. Proactive Maintenance: Utilize data analytics to predict equipment failures and offer preventive services. ➡️Strategic Imperatives 1. Revenue Growth: Expand service offerings, explore aftermarket opportunities, and implement effective pricing strategies. 2. Digital Transformation: Leverage technology to enhance service delivery, customer experience, and operational efficiency. 3. Competitive Advantage: Build strong customer relationships, differentiate service offerings, and focus on innovation. By addressing these challenges head-on and implementing strategic solutions, OEMs can transform their aftersales function into a competitive advantage. #ThinkOutsideTheMachine #aftersales #manufacturing