205: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)
About this episode
The episode discusses scaling customer experience across multiple resorts and the importance of employee experience.
How do you scale a world-class customer experience across 19 resort properties and 20,000 employees? Summary: This episode is part 2 of 2 In part two of this conversation, John DiJulius and Jess Shannon of Sandals Resorts International go deeper into what it really takes to sustain a customer experience transformation at scale. Jess shares how Sandals turned service standards into a company-wide service anthem competition, creating buy-in, emotional connection, and long-term recall across 19 resorts and 20,000 team members. They also unpack how leaders can start small, build momentum, gain executive buy-in, and prove ROI through experience initiatives. The episode closes with a powerful look at how Sandals cared for guests and team members after Hurricane Melissa, proving that employee experience is not a slogan. It is the foundation of customer experience. Key Takeaways: Sustainable CX requires more than a launch. It requires reinforcement, visibility, and emotional connection. Sandals used a service anthem competition to make service standards memorable and engaging. Great CX transformation starts by fixing one small but high-impact pain point. Executive buy-in depends on…
More episodes of Customer Service Revolution | Customer Experience & Employee Experience Insights
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- 249: What It Really Takes to Scale Customer Experience Across 20,000 Team Members
- 248: What Target's Decline Teaches Every CEO About Customer Experience
- 247: What Makes Customers Stay Loyal and Come Back
- 246: The 6 Steps to a Successful CX Initiative
- 245: 5 Strategies Invest West Used to Build a Customer Experience Culture That Sticks
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