Editorial Board   Guest Author

Ms. Oliver-Knappe

Stacey Oliver-Knappe

Owner, The Customer Service Gurus

Stacey Oliver-Knappe is the owner and chief consultant of The Customer Service Gurus, headquartered in beautiful Orlando, Florida. During her career, she has personally trained more than 10,000 people in leadership and professional development skills, and has reached many with her customized program, The Secret to Customer Service Excellence. Ms. Oliver-Knappe has also developed customized training programs for some of the largest companies in the hospitality industry and for customer contact centers. Ms.

Oliver-Knappe began her career at Walt Disney World where for eight years she worked in a multitude of guest service roles, primarily in front office operations. Her happily ever after Disney involved developing her foundational Disney training skills as a new hire trainer, then adding to her academic knowledge plus working several positions in the learning area. Her last formal role was in learning and development management. Her last formal role was in learning and development management, leading a team of trainers for an international timeshare company

She is a self-proclaimed Training Fanatic! Ms. Oliver-Knappe's clients range from multinational corporations to small businesses and non-profits. In 2012, she started The Customer Service Gurus after devoting 15 years to developing her training expertise in corporate environments. Partnering with clients, she helps them achieve performance improvement through small actions (such as clarifying policies) and large initiatives (such as creating and implementing worldwide training programs). She is a well-praised speaker who shares her hopeful vision of customer service, hospitality, and human resources practices to her audiences.

Ms. Oliver-Knappe has a master's degree in Adult Education, focusing on training and staff development, from the University of South Florida, and has earned PHR and SHRM-CP Human Resources designations. She lives in Orlando with her husband Rolf and her two cats. As a devoted lifelong learner herself, she is currently working on improving her cooking skills; she has completed a marathon and is a feisty kickboxer.

Please visit http://www.thecustomerservicegurus.com for more information.

Ms. Oliver-Knappe can be contacted at 407-495-0846 or stacey@thecustomerservicegurus.com

Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.