Charles Ryan Minton on Improving CX from the Inside Out

Creating Superfans

In this week's episode of the Creating Superfans podcast, I'm joined by Charles Ryan Minton, a customer and employee experience expert, keynote speaker, and best-selling author. Ryan has worked with high profile brands such as Hilton Hotels Worldwide, Marriott International, and InterContinental Hotels Group.
As a Hotel Executive, Ryan created environments where employees felt valued and empowered, leading to record-breaking revenues, profits, and some of the highest recognition in hospitality.
In our conversation, you'll learn about:

• how employee enablement affects morale and retention
• why employees should act like they're "on stage" while working
• the heartfelt story behind the title of Ryan's book, "Thanks for Coming in Today"
• what led both Brittany & Ryan to walk out of businesses recently

Even if you're not in hospitality, the tips and insights you'll hear can be applied to any industry for fostering a positive workplace, maximizing your customers' first impressions, and improving the customer experience from the inside out.
Show Notes
[00:01:45] Brittany shares how she first met Ryan and discovered his book, "Thanks for Coming in Today."
[00:04:05] What led Brittany to walk out of her Acupuncture appointment
[00:05:16] Why customers shouldn't see your behind-the-scenes operations and how Ryan obsesses over these first impressions
[00:08:05] How Ryan transformed underperforming hotels through employee enablement
[00:10:10] The most important aspect of any leader's job
[00:11:56] Ryan's small gestures that significantly improved the employee experience
[00:14:27] Why employee enablement is so crucial for morale and retention
[00:16:31] The first thing Ryan looks to improve at any company
[00:18:31] A pet peeve of Ryan that many organizations make and why it's a poor reflection on your employee experience
[00:21:42] Everything speaks - even the welcome mats, signage, and the status of your bathrooms.
[00:24:30] Brittany's great experience at her dog ophthalmology appointment
[00:28:46] The story behind the title of Ryan's book, "Thanks for Coming in Today."[0035:21] Ryan and Brittany have a major disagreement about Costco and both share their respective experiences
Buy "Thanks for Coming in Today"
Visit Ryan's Website

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