{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Onboarding Therapy","title":"Why Customer Success Needs a Hospitality Mindset with Em Wingrove","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/607cbda4\"></iframe>","width":"100%","height":180,"duration":2980,"description":"In this episode of Onboarding Therapy, Kim and Shareil sit down with Em Wingrove, Chief Experience Officer at Aptitude 8, to explore how customer success teams can apply a hospitality mindset to improve retention, build trust, and create effortless customer experiences.\n\nHighlights from the Episode:\nWhy Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.\nAnticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.\nThe Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.\nSetting Service Standards – The key to creating consistent, high-quality customer experiences.\nLessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.\nWhether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.\nKey Resources:\nFollow Em Wingrove on LinkedIn\nLearn more about Aptitude 8\nBook mentioned: Setting the Table by Danny Meyer\n👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!","thumbnail_url":"https://img.transistorcdn.com/6AnasOchySOI7h7t2BByJqb0AQJ72SB-MGdB9utCR7I/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zYTBj/ZTU0MDJmYjgwYzFh/YTJhZWY1NWRhZmMz/ZDEzOS5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}