About the Authors
Roy Barnes is one of the leading authorities on customer experience design and performance management. Roy brings humor, focus, and unusual passion to the need for creating greater, truly differentiated customer service, experience, and creativity. Roy brings the unique perspective of not just talking about customer experience and performance management but having delivered it as well. He has more than 25 years of experience leading work teams and delivering world-class results in both the profit and nonprofit sectors.
As senior vice president for strategic planning and later as senior vice president for customer experience development within the leisure division of Marriott International, Roy managed the introduction and execution of process and strategy management tools that focused Marriott Vacation Club on building a sustainable and strategic operating infrastructure.
Roy Barnes experienced it all as he worked his way up through the ranks. Starting as a front desk manager, he led his hotel to the highest guest satisfaction scores in the Marriott system worldwide for two years in a row.
Bob Kelleher is an award-winning author, thought leader, keynote speaker, and consultant. He travels the globe sharing his insights on employee engagement, leadership, and workforce trends. Bob is the author of the bestseller Louder Than Words: 10 Practical Employee Engagement Steps That Drive Results and Creativeship: A Novel for Evolving Leaders (both from BLKB Publishing), ...