Category: Crisis Management
AP Podcast – Episode 120: Jonah Sandler talks about leveraging Facebook, engaging the community and recovering from a tornado
Jonah Sandler is the Founder and CEO of Scene 75, the largest indoor entertainment centers in the country. In this wide-ranging conversation, Jonah candidly talks about what he taught the employees […]
AP Podcast – Episode 92: Matt and Josh discuss service urgency and lessons unwrapped from a canceled flight
A delayed flight? No big deal. Missing a connecting flight? No big deal. Rental car employees showing no empathy or urgency AND not honoring a reservation? VERY BIG DEAL!! In […]
AP Podcast – Episode 74: Josh explains what Delta did right even though he got home MUCH later than anticipated
Josh’s recent experience with Delta gives us incredible insight into what can go RIGHT when service recovery is looked at as an opportunity, not a challenge or a conflict. Josh […]
12 Amazing Things Delta did During an Unusual Travel Experience
To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]
AP Podcast – Episode 11: A conversation with Eric Davis
Eric Davis, founder of Awesome Ocean, Zoo Nation and Stand with Sea World, discusses being an advocate for zooloigcal parks and how wanting to be a zoo keeper at the […]
AP Podcast – Episode 6: A conversation with Jennifer Berthiaume
Jennifer Berthiaume, Director of Marketing and Public Relations at Lion Country Safari in “West, West Palm Beach” Florida joins us to talk about social media, how marketing has changed, preparing […]