How XpresSpa is Putting the Consumer First

Total Retail Talks · with Ed Jankowski · March 1, 2017 · 15 min

Summary

In this episode, Ed Jankowski, CEO of XpresSpa, discusses how he's transforming the company culture to prioritize both customer and employee delight. Learn how focusing on internal satisfaction directly translates to an elevated customer experience in a retail service environment.

Key takeaways

• Implement a customer-centric culture that extends to employee satisfaction to improve overall service quality.
• Understand that employee delight is directly correlated with customer delight in service-based businesses.
• Focus on internal cultural shifts to drive external customer experience improvements.
• For retail businesses, consider how the operational environment (e.g., airports) influences customer needs and service delivery.

Themes

Topics covered

Episode description

In episode 81 of Total Retail Talks, Total Retail's Editor-in-Chief Melissa Campanelli interviews Ed Jankowski, CEO of XpresSpa, the largest U.S. airport spa chain. The interview took place at last week's Total Retail Talks Live event in New York City. Listen in as Ed discusses how changing the culture at XpresSpa is helping the company…

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Frequently asked about this episode

What does this episode say about retail & omnichannel?

Implement a customer-centric culture that extends to employee satisfaction to improve overall service quality.

What does this episode say about founder & leadership?

Understand that employee delight is directly correlated with customer delight in service-based businesses.

What does this episode say about customer retention?

Focus on internal cultural shifts to drive external customer experience improvements.

What does this episode say about retail & omnichannel?

For retail businesses, consider how the operational environment (e.g., airports) influences customer needs and service delivery.

Listen

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