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 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.