In this episode of Onboarding Therapy, Kim and Shareil sit down with Em Wingrove, Chief Experience Officer at Aptitude 8, to explore how customer success teams can apply a hospitality mindset to improve retention, build trust, and create effortless customer experiences.

Highlights from the Episode:

• Why Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.
• Anticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.
• The Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.
• Setting Service Standards – The key to creating consistent, high-quality customer experiences.
• Lessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.

Whether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.

Key Resources:

• Follow Em Wingrove on LinkedIn
• Learn more about Aptitude 8
• Book mentioned: Setting the Table by Danny Meyer

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