"Increasing Customer Loyalty Through Employee Engagement" with Ryan Magnon

"Increasing Customer Loyalty Through Employee Engagement" with Ryan Magnon | Audio

Ryan Magnon, vice president of quality at The West Paces Hotel Group, shares his company's goal: to be the leader in the service business.

West Paces believes that when organizations create a culture based on purpose, values and principles and where quality management practices thrive, and combine that with an intense focus on empowerment, employee engagement increases significantly. When employees are more engaged in their work and have the tools to do it well, they deliver better service and create loyal customers.

Hear how West Paces is putting customer-focused behavior into practice from a real-life "learning lab" where new initiatives can be tested prior to implementation, to educating hotel staff and teaching employees they are doing more than fulfilling a function " they are serving a greater purpose.

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