Searching the blogosphere, I came across this post from one of NACCM’s keynotes speakers, Joanna Brandi. A couple of colleagues talked to Joanna about the recent experience they had at a stay at the Ritz Carlton hotel. Her friend later went on to describe the behavior of the employees there as ‘It was as if they were anticipating what I needed.’ The conversation quickly led to similar experiences (both good and bad) that they had in local restaurants. Before Joanna knew it, she had a long list of places not to go. When it comes down to recommending places based on customer experience, word of mouth marketing is crucial. Word of good customer service and bad customer service will somehow find its way spreading like a viral disease. Make sure your customers are taking care of, before they spread the word! Be sure not to miss Joanna’s Brandi’s session ‘The Positive Leader’ at NACCM where she’ll shed some more insight on customer management.