The factors that prevent a business from delivering a great customer experience are often the same factors that prevent the business from achieving optimal efficiency.
By prioritizing those issues, organizations can therefore attain outcomes that are "good for the customer and good for the business."
In its quest for that outcome, Marriott has a great asset in Sally Toister.
In addition to sharing her organization's passion for customer centricity, Toister possesses a background in six sigma and a commitment to maximizing the bottom line. The different shades enable her to constantly remedy factors that may hinder Marriott's ability to efficiently deliver value for its customers.
Toister discusses her approach in the new CCW Digital Podcast, to which you can listen below: