B. Joseph Pine II
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In a world that is becoming more and more digital, and where reviews and social media determine our buying behavior, customer experience is the battlefield. Either you stand out and make a difference, or become a commodity. This applies to all experience providers, including facilitators, trainers and coaches!
Experience is the new battlefield. Satisfaction is not enough anymore. Customer experience is the main driver of future loyalty and will turn your customers into raving fans. Whatever customers experience, determines whether they will come back and recommend you. It is about being meaningful and memorable. Not occasionally, but consistently. This book illustrates what makes successful (experience) brands stand out. How they all think in reverse, making their purpose, identity, and the desired experience – the focus for everything they do.
“A journey you should take, if you intent to go beyond satisfaction and become consistently meaningful and memorable…”
“Reverse is to change a direction, order or result by putting our guest center stage. Applying reverse thinking in hospitality helps us to start with the expected result in mind. By changing the order of processes, organizational behavior and service flows we believe we can re-align our modus operandi to ultimately meet and hopefully surpass guest expectations!”