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What Sandals does to create an exceptional customer experience

Individuals who are responsible for customer experience measurement and management constantly have their eyes and ears open for examples of exceptional customer service (and really bad service too). 


Recently, my husband and I went to a Sandals resort in Jamaica to celebrate 10 years of marriage.

Based on our experience, it was clear that Sandal’s understands what it takes to create an exceptional customer experience.

Here are the three things that stood out:

  • Every aspect of the experience was brilliant and there were a lot of them. We must provide a consistent level of high quality service across every area our customers touch. There is an interrelationship between experience areas, such as our products, people, support, billing, web site, etc. When one of these falls short, it impacts the other areas.

  • It was clear that all of the Sandals employees worked towards a common goal – To ensure all guests have a memorable experience. When striving to create a customer-focused culture, it is imperative that all employees embrace and strive to achieve a common goal.

  • Customer feedback is important to Sandals (or at least they made me feel this way). During check-out, we were told that we would be receiving a survey and there was a sincere request for us to share our open and honest feedback. We must engage the front-line to communicate the value of customer-feedback. This reinforces the importance and in return, the customer is more likely to give it.

What are some of the experiences that you’ve had (good or bad) that have reinforced what it takes to deliver an exceptional experience?

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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