Have You Built a Culture of Reliability Into Your Customer Experience?

"The thing is, you're never done learning," says Michael Kuenne, in our conversation about aligning to meet customer expectations, improving quality assurance, and the importance of hiring. Michael is the Chief Customer Experience Officer at Extended Stay America, a hotel chain across the nation that offers guests the opportunity to book their stay for a day, a week, or a month. Though Michael has only been in this role for a year, his exposure to different facets of work in financial services and technology consulting had a profound impact on the way he currently views his work. We talk about how he helps the hotel improve its operational excellence.