Understanding the Different Levels of Engagement

Part 3 of a series on the book The Shape of Engagement by Scott Gould, with particular emphasis on Guest Experience. Read Part 1 here; read Part 2 here. Author Scott Gould next moves on to the concept of different levels of engagement: Not all engagement is equal. Our everyday dialogue gives it away. Somethings Read more about Understanding the Different Levels of Engagement[…]

Just Exactly When Does Engagement Happen?

Part 2 of a series on the book The Shape of Engagement by Scott Gould, with particular emphasis on Guest Experience. Read Part 1 here. As an introduction to the second “shape” of Engagement, author Scott Gould poses an interesting question and thought: At what point can we say something is engagement, and what point Read more about Just Exactly When Does Engagement Happen?[…]

If You Want Your Guests Engaged, Start With Your Team First

Are you happy to have “satisfied” Guests? The better question should be, “Are your Guests ‘engaged’”? Guest engagement may be a goal of your hospitality ministry, but there’s another type of engagement you must first address: team engagement. On a recent Guest Experience field trip to Walt Disney World, I spent 4 days observing Cast Read more about If You Want Your Guests Engaged, Start With Your Team First[…]