Search all MERLOT
Click here to go to your profile
Select to go to your workspace
Click here to go to your Dashboard Report
Click here to go to your Content Builder
Click here to log out
Search Terms
Enter username
Enter password
Please give at least one keyword of at least three characters for the search to work with. The more keywords you give, the better the search will work for you.
select OK to launch help window
cancel help



Search > Material Results >

Managing the Customer Experience Online and Offline


Managing the Customer Experience Online and Offline

Logo for Managing the Customer Experience Online and Offline
Chris Conley, CEO of Joie de Vivre Hotelier, discusses how the internet makes it possible for consumers to share their experiences with millions of people. Conley explains how to respond effectively to unhappy or irate customers.
Material Type: Presentation
Technical Format: Video
Date Added to MERLOT: July 06, 2011
Date Modified in MERLOT: March 12, 2014
Submitter: Lisa Lewin
Keywords:, technology, interviews, customer complaints, trip advisor customer service, business, terrorists, information technology, joie de vivre, chip conley, video, innovation, product management, product design, marketing, chris conley, sales strategy, customer service, information management, entrepreneurship, service recovery, digital marketing, north america, relations, email, hotelier, cheerleaders, operations, internet, management, respect


  • Peer Reviews: 3.75 rating
  • User Rating (not rated)
  • Comments (none)
  • Learning Exercises (none)
  • Personal Collections (none)
  • Accessibility Info (none)


Primary Audience: College General Ed, College Lower Division, College Upper Division
Mobile Compatibility: Not specified at this time
Language: English
Cost Involved: no
Source Code Available: no
Accessiblity Information Available: unsure
Creative Commons: Creative Commons License
This work is licensed under a Attribution-NonCommercial-NoDerivs 3.0 United States


QR Code for this Page

Browse in Categories


Discussion for Managing the Customer Experience Online and Offline

Log in to participate in the discussions or Register if you are not already a MERLOT member.

Return to Top of Page