or – as the concierge and I want to convince all of you that
and I want to convince all of you that
and I want to convince all of you that to win with customers or consumers we’re
to win with customers or consumers we’re
to win with customers or consumers we’re all going to have to act like concierge
all going to have to act like concierge
all going to have to act like concierge I also want to leave you with the notion
I also want to leave you with the notion
I also want to leave you with the notion that if you don’t act like a concierge
that if you don’t act like a concierge
that if you don’t act like a concierge wences moreover I want you to
wences moreover I want you to
wences moreover I want you to internalize that this unfolding world of
internalize that this unfolding world of
internalize that this unfolding world of digital technology combined with the
digital technology combined with the
digital technology combined with the human touch will open up a world of
human touch will open up a world of
human touch will open up a world of opportunity for you to take advantage of
opportunity for you to take advantage of
opportunity for you to take advantage of this concierge
this concierge
this concierge so let’s talk about what I mean by kind
so let’s talk about what I mean by kind
so let’s talk about what I mean by kind of what do I mean by a concierge on
of what do I mean by a concierge on
of what do I mean by a concierge on Sierra we typically associate with the
Sierra we typically associate with the
Sierra we typically associate with the person at the hotel who kind of helps us
person at the hotel who kind of helps us
person at the hotel who kind of helps us with just about any question we have
with just about any question we have
with just about any question we have they anticipate our needs oftentimes I
they anticipate our needs oftentimes I
they anticipate our needs oftentimes I may ask about a jogging trail he or she
may ask about a jogging trail he or she
may ask about a jogging trail he or she might give me a bottle of water
might give me a bottle of water
might give me a bottle of water afterwards but they’re there to help us
afterwards but they’re there to help us
afterwards but they’re there to help us in any way we can and this is a really
in any way we can and this is a really
in any way we can and this is a really really big deal here in Switzerland
really big deal here in Switzerland
really big deal here in Switzerland there are hotel and concierge schools in
there are hotel and concierge schools in
there are hotel and concierge schools in the Swiss schools and hundreds of
the Swiss schools and hundreds of
the Swiss schools and hundreds of manuals if you kind of go to Google and
manuals if you kind of go to Google and
manuals if you kind of go to Google and the like I did a little bit of research
the like I did a little bit of research
the like I did a little bit of research to try to understand what are the
to try to understand what are the
to try to understand what are the success drivers of being a great con
success drivers of being a great con
success drivers of being a great con Sierra and I found a great study that
Sierra and I found a great study that
Sierra and I found a great study that Conde Nast Traveler had put together and
Conde Nast Traveler had put together and
Conde Nast Traveler had put together and they had kind of designated this
they had kind of designated this
they had kind of designated this gentleman that you see as kind of the
gentleman that you see as kind of the
gentleman that you see as kind of the number one con Sierra that particular
number one con Sierra that particular
number one con Sierra that particular year and then they interviewed him to
year and then they interviewed him to
year and then they interviewed him to ask him what were the success criteria
ask him what were the success criteria
ask him what were the success criteria and a few things jumped out so an
and a few things jumped out so an
and a few things jumped out so an ability to listen and have empathy with
ability to listen and have empathy with
ability to listen and have empathy with the guests and importantly guests often
the guests and importantly guests often
the guests and importantly guests often don’t know what they want a
don’t know what they want a
don’t know what they want a resourcefulness which involves a good
resourcefulness which involves a good
resourcefulness which involves a good network and a determining
network and a determining
network and a determining to not take no for an answer
to not take no for an answer
to not take no for an answer well-rounded and balanced the ability to
well-rounded and balanced the ability to
well-rounded and balanced the ability to manage clients in an intelligent and
manage clients in an intelligent and
manage clients in an intelligent and informed conversation now what’s
informed conversation now what’s
informed conversation now what’s interesting about this notion of the
interesting about this notion of the
interesting about this notion of the concierge is that you know the simple
concierge is that you know the simple
concierge is that you know the simple Bell has been augmented by a lot of
Bell has been augmented by a lot of
Bell has been augmented by a lot of additional capability so we know for
additional capability so we know for
additional capability so we know for example that you know when consumers
example that you know when consumers
example that you know when consumers have questions there’s the phone
have questions there’s the phone
have questions there’s the phone does the FAQ and then there’s the online
does the FAQ and then there’s the online
does the FAQ and then there’s the online community which clearly has been a kind
community which clearly has been a kind
community which clearly has been a kind of a foundation of the internet since
of a foundation of the internet since
of a foundation of the internet since it’s been around but it’s gotten a lot
it’s been around but it’s gotten a lot
it’s been around but it’s gotten a lot more interesting
more interesting
more interesting you know the requirements for a good con
you know the requirements for a good con
you know the requirements for a good con Sierra means 24/7 especially in the
Sierra means 24/7 especially in the
Sierra means 24/7 especially in the mobile age when we’re not willing to
mobile age when we’re not willing to
mobile age when we’re not willing to wait and then we’ve also seen the
wait and then we’ve also seen the
wait and then we’ve also seen the proliferation of Instant Messenger tools
proliferation of Instant Messenger tools
proliferation of Instant Messenger tools and more recently chat BOTS that also
and more recently chat BOTS that also
and more recently chat BOTS that also take on this concierge of kind of
take on this concierge of kind of
take on this concierge of kind of helping consumers or customers to answer
helping consumers or customers to answer
helping consumers or customers to answer questions but it’s getting even more
questions but it’s getting even more
questions but it’s getting even more sophisticated you’ve got smart
sophisticated you’ve got smart
sophisticated you’ve got smart refrigerators that you see at the major
refrigerators that you see at the major
refrigerators that you see at the major trade shows like CES or de Mexico and
trade shows like CES or de Mexico and
trade shows like CES or de Mexico and Germany where the machines come to life
Germany where the machines come to life
Germany where the machines come to life asking the consumers questions that they
asking the consumers questions that they
asking the consumers questions that they as they attempt to kind of guide them to
as they attempt to kind of guide them to
as they attempt to kind of guide them to answers voice activation has taken off
answers voice activation has taken off
answers voice activation has taken off in a very very big way we’ll come back
in a very very big way we’ll come back
in a very very big way we’ll come back to that in a moment and then Internet of
to that in a moment and then Internet of
to that in a moment and then Internet of Things is touching just about every
Things is touching just about every
Things is touching just about every single household device so the bar has
single household device so the bar has
single household device so the bar has gone up and technology is a big enabler
gone up and technology is a big enabler
gone up and technology is a big enabler and a lot of the friction that typically
and a lot of the friction that typically
and a lot of the friction that typically was involved in consumers offering
was involved in consumers offering
was involved in consumers offering feedback or even asking that question
feedback or even asking that question
feedback or even asking that question has evaporated now if we put this in a
has evaporated now if we put this in a
has evaporated now if we put this in a historical perspective especially in the
historical perspective especially in the
historical perspective especially in the digital side one could argue that Google
digital side one could argue that Google
digital side one could argue that Google search was really the early roots of the
search was really the early roots of the
search was really the early roots of the digital concierge
you know where do you want to go
you know where do you want to go today how deep in the like and the web
today how deep in the like and the web
today how deep in the like and the web is kind of continued to kind of build on
is kind of continued to kind of build on
is kind of continued to kind of build on that foundation and we know that search
that foundation and we know that search
that foundation and we know that search has evolved in many ways most phones
has evolved in many ways most phones
has evolved in many ways most phones have voice search whether through Siri
have voice search whether through Siri
have voice search whether through Siri and the like but even voice is taken on
and the like but even voice is taken on
and the like but even voice is taken on a completely different flavor in recent
a completely different flavor in recent
a completely different flavor in recent years I think we’re up to about fifty
years I think we’re up to about fifty
years I think we’re up to about fifty million global devices I think Amazon’s
million global devices I think Amazon’s
million global devices I think Amazon’s been the early player but obviously
been the early player but obviously
been the early player but obviously Google’s jumping into this in a big way
Google’s jumping into this in a big way
Google’s jumping into this in a big way just a few weeks ago they announced
just a few weeks ago they announced
just a few weeks ago they announced about a dozen new projects that
about a dozen new projects that
about a dozen new projects that incorporate voice based technology and
incorporate voice based technology and
incorporate voice based technology and algorithms and even in China with
algorithms and even in China with
algorithms and even in China with players like JD comm you’ve seen a lot
players like JD comm you’ve seen a lot
players like JD comm you’ve seen a lot of smart speakers that are evolving but
of smart speakers that are evolving but
of smart speakers that are evolving but these voice concierge if you will are
these voice concierge if you will are
these voice concierge if you will are proliferating and kind of raising that
proliferating and kind of raising that
proliferating and kind of raising that bar of expectations with consumers now
bar of expectations with consumers now
bar of expectations with consumers now for us you know as I think about my own
for us you know as I think about my own
for us you know as I think about my own experience Alexa in our household has
experience Alexa in our household has
experience Alexa in our household has made a really big difference we’ve got
made a really big difference we’ve got
made a really big difference we’ve got several we’ve got one in the kitchen and
several we’ve got one in the kitchen and
several we’ve got one in the kitchen and it’s become sometimes I refer to it as a
it’s become sometimes I refer to it as a
it’s become sometimes I refer to it as a family pet but it’s there to answer a
family pet but it’s there to answer a
family pet but it’s there to answer a number of different questions whether
number of different questions whether
number of different questions whether set in the clock for cooking or taking
set in the clock for cooking or taking
set in the clock for cooking or taking us to our favorite podcast or even
us to our favorite podcast or even
us to our favorite podcast or even occasionally telling a joke and I wanted
occasionally telling a joke and I wanted
occasionally telling a joke and I wanted to just give a sense of how this plays
to just give a sense of how this plays
to just give a sense of how this plays out here’s a video of my daughter Leila
out here’s a video of my daughter Leila
out here’s a video of my daughter Leila who’s here in the audience I call it the
who’s here in the audience I call it the
who’s here in the audience I call it the Leila test where if the technologies
Leila test where if the technologies
Leila test where if the technologies that we develop at work don’t work for
that we develop at work don’t work for
that we develop at work don’t work for my 12 year olds then they’re probably
my 12 year olds then they’re probably
my 12 year olds then they’re probably not going to work for consumers but
not going to work for consumers but
not going to work for consumers but here’s an illustration of how the
here’s an illustration of how the
here’s an illustration of how the digital concierge environment sriracha
digital concierge environment sriracha
digital concierge environment sriracha lime glazed salmon salon glazed salmon
lime glazed salmon salon glazed salmon
lime glazed salmon salon glazed salmon serves for and is 220 calories per
serves for and is 220 calories per
serves for and is 220 calories per serving if you’d like to watch a short
serving if you’d like to watch a short
serving if you’d like to watch a short video showing how to prepare this dish
video showing how to prepare this dish
video showing how to prepare this dish say play video Alexa say video ok I’ve
say play video Alexa say video ok I’ve
say play video Alexa say video ok I’ve teed up a video for you on your visual
teed up a video for you on your visual
teed up a video for you on your visual guide
ask goodness to start cooking okay I’ll
ask goodness to start cooking okay I’ll read you the instructions one step at a
read you the instructions one step at a
read you the instructions one step at a time so you get the idea in this case
time so you get the idea in this case
time so you get the idea in this case what we did is we I’ve been working on a
what we did is we I’ve been working on a
what we did is we I’ve been working on a lot of voice initiatives and we combined
lot of voice initiatives and we combined
lot of voice initiatives and we combined the voice piece with the visual search
the voice piece with the visual search
the voice piece with the visual search and now Amazon has actually combined the
and now Amazon has actually combined the
and now Amazon has actually combined the two and we actually have an echo show in
two and we actually have an echo show in
two and we actually have an echo show in the house but a lot of what you see
the house but a lot of what you see
the house but a lot of what you see taking place is you know the consumer is
taking place is you know the consumer is
taking place is you know the consumer is asking a question not unlike going to
asking a question not unlike going to
asking a question not unlike going to that hotel concierge and utility in
that hotel concierge and utility in
that hotel concierge and utility in return and I think one of our challenges
return and I think one of our challenges
return and I think one of our challenges for those of us that are trying to
for those of us that are trying to
for those of us that are trying to figure out how to win in an online
figure out how to win in an online
figure out how to win in an online environment is like how do we maximize
environment is like how do we maximize
environment is like how do we maximize value to the consumer or the customer
value to the consumer or the customer
value to the consumer or the customer easier said than done you need some very
easier said than done you need some very
easier said than done you need some very very deep consumer insights to get there
very deep consumer insights to get there
very deep consumer insights to get there now it doesn’t stop with voice the
now it doesn’t stop with voice the
now it doesn’t stop with voice the advancements that we’ve seen with other
advancements that we’ve seen with other
advancements that we’ve seen with other digital assistants and even smart robots
digital assistants and even smart robots
digital assistants and even smart robots pepper robot from Japan has been around
pepper robot from Japan has been around
pepper robot from Japan has been around I think for about five years we’ve done
I think for about five years we’ve done
I think for about five years we’ve done some testing I’m not sure with him or
some testing I’m not sure with him or
some testing I’m not sure with him or her but but you know it’s interesting
her but but you know it’s interesting
her but but you know it’s interesting now if you go to the trade shows there’s
now if you go to the trade shows there’s
now if you go to the trade shows there’s hundreds of cousins of pepper that are
hundreds of cousins of pepper that are
hundreds of cousins of pepper that are kind of serving as not a substitute for
kind of serving as not a substitute for
kind of serving as not a substitute for the human but is a compliment in terms
the human but is a compliment in terms
the human but is a compliment in terms of aiding the sales process but again
of aiding the sales process but again
of aiding the sales process but again embracing the same skills and how to’s
embracing the same skills and how to’s
embracing the same skills and how to’s from those swiss management skills
from those swiss management skills
from those swiss management skills around the concierge
around the concierge
around the concierge and then you have a world of messenger
and then you have a world of messenger
and then you have a world of messenger and chatbots which have really taken off
and chatbots which have really taken off
and chatbots which have really taken off and here’s an example if we can run this
and here’s an example if we can run this
and here’s an example if we can run this one here just a you know here’s an
one here just a you know here’s an
one here just a you know here’s an example of a chat bot that will go
example of a chat bot that will go
example of a chat bot that will go through a series of questions with
through a series of questions with
through a series of questions with consumers in this case it might be how
consumers in this case it might be how
consumers in this case it might be how to select a pet but it could be pretty
to select a pet but it could be pretty
to select a pet but it could be pretty much any topic and these are really
much any topic and these are really
much any topic and these are really really taking off it requires a lot of
really taking off it requires a lot of
really taking off it requires a lot of finesse to make sure that you’re not
finesse to make sure that you’re not
finesse to make sure that you’re not misfiring with the consumer but if you
misfiring with the consumer but if you
misfiring with the consumer but if you can do it right and deliver the
can do it right and deliver the
can do it right and deliver the appropriate answer or solution
appropriate answer or solution
appropriate answer or solution sometimes in multimedia you can really
sometimes in multimedia you can really
sometimes in multimedia you can really drive up satisfaction in a big way one
drive up satisfaction in a big way one
drive up satisfaction in a big way one market where I’ve been really impressed
market where I’ve been really impressed
market where I’ve been really impressed as China as anybody here use WeChat I
as China as anybody here use WeChat I
as China as anybody here use WeChat I mean we chat is like a revolution and
mean we chat is like a revolution and
mean we chat is like a revolution and online it’s kind of this Eastern blend
online it’s kind of this Eastern blend
online it’s kind of this Eastern blend of Facebook Twitter Linkedin
of Facebook Twitter Linkedin
of Facebook Twitter Linkedin PayPal and it’s become a really powerful
PayPal and it’s become a really powerful
PayPal and it’s become a really powerful concierge desk for most businesses and
concierge desk for most businesses and
concierge desk for most businesses and again it’s not a complete default to
again it’s not a complete default to
again it’s not a complete default to technology it combines kind of a human
technology it combines kind of a human
technology it combines kind of a human touch with the automation in an effort
touch with the automation in an effort
touch with the automation in an effort to deliver a lot of speed and value to
to deliver a lot of speed and value to
to deliver a lot of speed and value to consumers at that right moment in time
consumers at that right moment in time
consumers at that right moment in time and here’s an example of you know WeChat
and here’s an example of you know WeChat
and here’s an example of you know WeChat in Chinese here is an example of how it
in Chinese here is an example of how it
in Chinese here is an example of how it might play out but you’ve got Airlines
might play out but you’ve got Airlines
might play out but you’ve got Airlines doing this and I spend a lot of time I
doing this and I spend a lot of time I
doing this and I spend a lot of time I love I love visiting call centers when I
love I love visiting call centers when I
love I love visiting call centers when I was in Shanghai for a week I spent out
was in Shanghai for a week I spent out
was in Shanghai for a week I spent out the evening and one of our call centers
the evening and one of our call centers
the evening and one of our call centers and what’s interesting about the whole
concierto if a mom calls on the phone if
concierto if a mom calls on the phone if a moms calling with the complaint you
a moms calling with the complaint you
a moms calling with the complaint you always default to the phone because that
always default to the phone because that
always default to the phone because that still is the sweet spot of managing
still is the sweet spot of managing
still is the sweet spot of managing emotion so you don’t completely default
emotion so you don’t completely default
emotion so you don’t completely default to automation but if a consumer has a
to automation but if a consumer has a
to automation but if a consumer has a question before they want to buy these
question before they want to buy these
question before they want to buy these service interfaces whether it’s a chat
service interfaces whether it’s a chat
service interfaces whether it’s a chat bot or messages are really really
bot or messages are really really
bot or messages are really really powerful but it’s a new type of skill
powerful but it’s a new type of skill
powerful but it’s a new type of skill that we need to develop ground it in the
that we need to develop ground it in the
that we need to develop ground it in the old skills of what that hotel concierge
old skills of what that hotel concierge
old skills of what that hotel concierge doing which is like how can I help you
doing which is like how can I help you
doing which is like how can I help you what do you need to know and it’s
what do you need to know and it’s
what do you need to know and it’s continuing to grow again example the
continuing to grow again example the
continuing to grow again example the smart refrigerator interface where
smart refrigerator interface where
smart refrigerator interface where almost the computer desktop is now shown
almost the computer desktop is now shown
almost the computer desktop is now shown up in the screen but now many of them
up in the screen but now many of them
up in the screen but now many of them are integrating Alexa algorithms or
are integrating Alexa algorithms or
are integrating Alexa algorithms or maybe Google algorithm into them where
maybe Google algorithm into them where
maybe Google algorithm into them where you’re literally talking to the Machine
you’re literally talking to the Machine
you’re literally talking to the Machine but again the challenge for us in
but again the challenge for us in
but again the challenge for us in business is like how do we deliver the
business is like how do we deliver the
business is like how do we deliver the meaningful value in the process here’s
meaningful value in the process here’s
meaningful value in the process here’s an example where you’ve got the the
an example where you’ve got the the
an example where you’ve got the the digital concierge
digital concierge
digital concierge the sensor that can tell you what the
the sensor that can tell you what the
the sensor that can tell you what the specific need is the dog
specific need is the dog
specific need is the dog dishes empty therefore it’s time to
dishes empty therefore it’s time to
dishes empty therefore it’s time to either purchase more dog food or take
either purchase more dog food or take
either purchase more dog food or take some other activity but again the
some other activity but again the
some other activity but again the ability to better diagnose need is
ability to better diagnose need is
ability to better diagnose need is greater than ever before how do we take
greater than ever before how do we take
greater than ever before how do we take advantage of that
advantage of that
advantage of that now it’s worth taking a moment to
now it’s worth taking a moment to
now it’s worth taking a moment to reflect on ecommerce because ecommerce
reflect on ecommerce because ecommerce
reflect on ecommerce because ecommerce is really raising the stakes in the bar
is really raising the stakes in the bar
is really raising the stakes in the bar for the concierge
for the concierge
for the concierge Hamazon is a great example think about
Hamazon is a great example think about
Hamazon is a great example think about Amazon Prime where we actually spend
Amazon Prime where we actually spend
Amazon Prime where we actually spend eight to ten Swiss francs or dollars for
eight to ten Swiss francs or dollars for
eight to ten Swiss francs or dollars for free delivery over time it’s really big
free delivery over time it’s really big
free delivery over time it’s really big in our household but it’s it’s resetting
in our household but it’s it’s resetting
in our household but it’s it’s resetting the expectations about what service
the expectations about what service
the expectations about what service means and we’re almost applying that
means and we’re almost applying that
means and we’re almost applying that standard to every other player that we
standard to every other player that we
standard to every other player that we deal with both online and offline
deal with both online and offline
deal with both online and offline e-commerce is also bringing this notion
e-commerce is also bringing this notion
e-commerce is also bringing this notion of the ratings and reviews is a form of
of the ratings and reviews is a form of
of the ratings and reviews is a form of credentialing how we buy and so you know
credentialing how we buy and so you know
credentialing how we buy and so you know more consumers are using those reviews
more consumers are using those reviews
more consumers are using those reviews not only for online purchase they’re
not only for online purchase they’re
not only for online purchase they’re going offline and thereby and using
going offline and thereby and using
going offline and thereby and using their mobile phone and the like but
their mobile phone and the like but
their mobile phone and the like but what’s really powering a lot of the
what’s really powering a lot of the
what’s really powering a lot of the e-commerce activity is the credentialing
e-commerce activity is the credentialing
e-commerce activity is the credentialing from consumers grounded in service if
from consumers grounded in service if
from consumers grounded in service if you read reviews on Amazon Walmart other
you read reviews on Amazon Walmart other
you read reviews on Amazon Walmart other major providers really carefully a lot
major providers really carefully a lot
major providers really carefully a lot of the service elements of the brand
of the service elements of the brand
of the service elements of the brand experience are playing out into those
experience are playing out into those
experience are playing out into those reviews and it’s a reason why we all
reviews and it’s a reason why we all
reviews and it’s a reason why we all need to step up that concierge mindset a
need to step up that concierge mindset a
need to step up that concierge mindset a few examples of sites that I think do a
few examples of sites that I think do a
few examples of sites that I think do a really good job Zappos which actually is
really good job Zappos which actually is
really good job Zappos which actually is is owned by Amazon although it operates
is owned by Amazon although it operates
is owned by Amazon although it operates independently I just visited their site
independently I just visited their site
independently I just visited their site the other day their CEO wrote a popular
the other day their CEO wrote a popular
the other day their CEO wrote a popular bestseller called delivering happiness
bestseller called delivering happiness
bestseller called delivering happiness and they really go out of their way to
and they really go out of their way to
and they really go out of their way to roll out that welcome mat to provide
roll out that welcome mat to provide
roll out that welcome mat to provide feedback and dialogue and to ask
feedback and dialogue and to ask
feedback and dialogue and to ask questions they practically want you to
questions they practically want you to
questions they practically want you to complain and they know there’s a
complain and they know there’s a
complain and they know there’s a relationship between even complaining
relationship between even complaining
relationship between even complaining and ultimate profitability down the line
and ultimate profitability down the line
and ultimate profitability down the line this is very very
this is very very
this is very very intuitive to the e-commerce players
intuitive to the e-commerce players
intuitive to the e-commerce players here’s an example of a premium pet
here’s an example of a premium pet
here’s an example of a premium pet player that it’s not just a simple
player that it’s not just a simple
player that it’s not just a simple contact us it’s a very very bold you
contact us it’s a very very bold you
contact us it’s a very very bold you know Google like interface saying throw
know Google like interface saying throw
know Google like interface saying throw any question at us we’re ready to answer
any question at us we’re ready to answer
any question at us we’re ready to answer it again it’s that it’s that hotel
it again it’s that it’s that hotel
it again it’s that it’s that hotel concierge for that question that you
concierge for that question that you
concierge for that question that you might want to ask and then let’s think
might want to ask and then let’s think
might want to ask and then let’s think about the sharing economy this is one of
about the sharing economy this is one of
about the sharing economy this is one of the biggest stories of the last five
the biggest stories of the last five
the biggest stories of the last five years right I mean it’s kind of powering
years right I mean it’s kind of powering
years right I mean it’s kind of powering the internet the ubers the lifts the
the internet the ubers the lifts the
the internet the ubers the lifts the Airbnb ease the concierge and you know
Airbnb ease the concierge and you know
Airbnb ease the concierge and you know this every time you take a car you know
this every time you take a car you know
this every time you take a car you know kind of a lyft ride and you kind of look
kind of a lyft ride and you kind of look
kind of a lyft ride and you kind of look in the back and it looks something like
in the back and it looks something like
in the back and it looks something like this where they’ve got bottles of waters
this where they’ve got bottles of waters
this where they’ve got bottles of waters they may have candy the the driver who’s
they may have candy the the driver who’s
they may have candy the the driver who’s eager to get great reviews is pretty
eager to get great reviews is pretty
eager to get great reviews is pretty chatty they kind of want to act like a
chatty they kind of want to act like a
chatty they kind of want to act like a Google and they know how the system
Google and they know how the system
Google and they know how the system works and again they’re almost in
works and again they’re almost in
works and again they’re almost in scented they know that ultimately they
scented they know that ultimately they
scented they know that ultimately they will be rewarded in the location finder
will be rewarded in the location finder
will be rewarded in the location finder algorithm by delivering great service
algorithm by delivering great service
algorithm by delivering great service and it works on the other side my wife
and it works on the other side my wife
and it works on the other side my wife Erica has one of the highest scores a
Erica has one of the highest scores a
Erica has one of the highest scores a really high score on Airbnb because
really high score on Airbnb because
really high score on Airbnb because she’s fanatical about making sure that
she’s fanatical about making sure that
she’s fanatical about making sure that she’s rated as a great customer and
she’s rated as a great customer and
she’s rated as a great customer and we’ve benefitted tremendously from some
we’ve benefitted tremendously from some
we’ve benefitted tremendously from some great experiences in Europe because
great experiences in Europe because
great experiences in Europe because she’s kept that rating so high but a
she’s kept that rating so high but a
she’s kept that rating so high but a different way of thinking about
different way of thinking about
different way of thinking about credentialing that the concierge now
credentialing that the concierge now
credentialing that the concierge now technology is going to take this to
technology is going to take this to
technology is going to take this to powerful new levels and think about
powerful new levels and think about
powerful new levels and think about augmented reality let’s run this video
augmented reality let’s run this video
augmented reality let’s run this video where you can literally kind of bring
where you can literally kind of bring
where you can literally kind of bring the you know you can you know you can
the you know you can you know you can
the you know you can you know you can almost bring a concierge a company that
almost bring a concierge a company that
almost bring a concierge a company that literally will help with car – or tours
literally will help with car – or tours
literally will help with car – or tours well you’re you’re gonna take a bike
well you’re you’re gonna take a bike
well you’re you’re gonna take a bike tour or a hike it’ll kind of bring that
tour or a hike it’ll kind of bring that
tour or a hike it’ll kind of bring that that experience right to your desktop
that experience right to your desktop
that experience right to your desktop think about how the con co2
think about how the con co2
think about how the con co2 and draws it out and now you’re using
and draws it out and now you’re using
and draws it out and now you’re using augmented reality get there one of our
augmented reality get there one of our
augmented reality get there one of our brands I’m not supposed to mention
brands I’m not supposed to mention
brands I’m not supposed to mention brands but one of our
brands but one of our
brands but one of our is that I won’t mention is focusing on
is that I won’t mention is focusing on
is that I won’t mention is focusing on putting actual sensors in cameras in the
putting actual sensors in cameras in the
putting actual sensors in cameras in the coffee field so you can literally go to
coffee field so you can literally go to
coffee field so you can literally go to the web interface and identify what’s
the web interface and identify what’s
the web interface and identify what’s going on there different ways of serving
going on there different ways of serving
going on there different ways of serving the consumer now the power of all this
the consumer now the power of all this
the consumer now the power of all this is that it drives profitability and
is that it drives profitability and
is that it drives profitability and growth my favorite class in Business
growth my favorite class in Business
growth my favorite class in Business School was service management and it
School was service management and it
School was service management and it made a very clear connection between
made a very clear connection between
made a very clear connection between customer loyalty and advocacy and growth
customer loyalty and advocacy and growth
customer loyalty and advocacy and growth and profitability and shortly after
and profitability and shortly after
and profitability and shortly after business school I started a company
business school I started a company
business school I started a company called planet feedback where we
called planet feedback where we
called planet feedback where we collected millions of pieces of consumer
collected millions of pieces of consumer
collected millions of pieces of consumer feedback and we knew that there was a
feedback and we knew that there was a
feedback and we knew that there was a clear relationship in what consumers
clear relationship in what consumers
clear relationship in what consumers would say publicly online and great
would say publicly online and great
would say publicly online and great experiences like the store experience at
experiences like the store experience at
experiences like the store experience at Apple where you’ve got this blend of the
Apple where you’ve got this blend of the
Apple where you’ve got this blend of the concierge salesperson using technology
concierge salesperson using technology
concierge salesperson using technology to help you get the answers but we knew
to help you get the answers but we knew
to help you get the answers but we knew that this was very very well documented
that this was very very well documented
that this was very very well documented online now what I like about the
online now what I like about the
online now what I like about the concierge
concierge
concierge in its head it’s not about interruptive
in its head it’s not about interruptive
in its head it’s not about interruptive advertising it’s not about intrusion
advertising it’s not about intrusion
advertising it’s not about intrusion it’s not about interruption it’s an
it’s not about interruption it’s an
it’s not about interruption it’s an economy where the consumers are coming
economy where the consumers are coming
economy where the consumers are coming at us with questions they are asking us
at us with questions they are asking us
at us with questions they are asking us for answers and that presents a really
for answers and that presents a really
for answers and that presents a really unique opportunity but it still requires
unique opportunity but it still requires
unique opportunity but it still requires a lot of trust to execute we’ve all
a lot of trust to execute we’ve all
a lot of trust to execute we’ve all sinned the bad concierge is s
sinned the bad concierge is s
sinned the bad concierge is s recommendations based on incentives
recommendations based on incentives
recommendations based on incentives they’re basically shells the restaurant
they’re basically shells the restaurant
they’re basically shells the restaurant that their friend runs and that doesn’t
that their friend runs and that doesn’t
that their friend runs and that doesn’t work we have to preserve a concierge
work we have to preserve a concierge
work we have to preserve a concierge thats trusted objective and if we do
thats trusted objective and if we do
thats trusted objective and if we do that we’re gonna see a lot of lot of
that we’re gonna see a lot of lot of
that we’re gonna see a lot of lot of opportunity emerge so my big question to
opportunity emerge so my big question to
opportunity emerge so my big question to all of you as you reflect on my comment
all of you as you reflect on my comment
all of you as you reflect on my comment my comments today is is your Bell ready
my comments today is is your Bell ready
my comments today is is your Bell ready are you ready to take advantage of this
are you ready to take advantage of this
are you ready to take advantage of this concierge I really hope that you are and
concierge I really hope that you are and
concierge I really hope that you are and I thank you for your time
”
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