• Why Customer Success Needs a Hospitality Mindset with Em Wingrove

  • Feb 20 2025
  • Length: 50 mins
  • Podcast

Why Customer Success Needs a Hospitality Mindset with Em Wingrove

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  • Summary

  • 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.


    Highlights from the Episode:

    • Why Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.
    • Anticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.
    • The Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.
    • Setting Service Standards – The key to creating consistent, high-quality customer experiences.
    • Lessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.

    Whether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.

    Key Resources:

    • Follow Em Wingrove on LinkedIn
    • Learn more about Aptitude 8
    • Book mentioned: Setting the Table by Danny Meyer

    👉 Don’t forget to subscribe for more actionable insights and strategies for onboarding and customer success!
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