Activity 35 – Book of Happiness
Objective: Reinforce the concept of “Obsess over Customer Experience” through the stories of our colleagues in All Over the World.
Activity Brief:
Say: We show care and sensitivity towards individual customer needs as we want to improve our guest journey from this, we show that we “ Obsess over Customer Experience ”.
Play style: Learning the Stories
Duration: 5-10 minutes
Setup: • Indoor • Team
To facilitate:
1. All colleagues to access Tripadvisor or the Shangri-La Pulse Newsletter
Materials: (1) Access Tripadvisoror the Pulse Newsletter and choose up to 5 hotels or resorts globally.
2. Within 5 minutes, colleagues to find a story that talks about “ Obsess over Customer Experience ” .
3. Once done, facilitator to ask who can share the story they read and share it.
4. Facilitator to ask from other colleagues on the insights they gained from each of the story. 5. If time permits, moderator to open discussion for more “ Obsess over Customer Experience ” personal stories from the colleagues.
Key Learning: • Learning the best practices from our
colleagues on how they think, plan, execute and delight the guest not only recognise their efforts but also for us be inspired and know the success stories that we can adapt to ourselves as well.
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