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Explore the decline of customer service and strategies to restore its importance in this TEDx talk by Dr. Daniel Connolly, Dean of the School of Business at St. John Fisher University. Delve into why customers have been "dethroned" in today's business landscape and learn how to prioritize their needs once again. Drawing from his extensive experience in hospitality, information technology, and business strategy, Dr. Connolly offers valuable insights on customer experience management and the strategic use of IT for competitive advantage. Gain perspective from his nearly eight years at Marriott International's corporate headquarters and over a decade of hotel and restaurant operations experience. Discover how to navigate the evolving world of customer service and implement effective strategies to put the customer back on top in this thought-provoking 21-minute presentation.
