Steven Curtin
STEVE CURTIN was rated #4 by Global Guru on its 2015 listing of the Top 30 experts in the world on the topic of customer service. He is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary (AMACOM Books, New York, NY), currently in its sixth printing. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. He lives in Denver, Colorado with his wife, four children, and a Goldendoodle named Nugget.
Steve has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world.
As the Area Director of Training for the New York City market, Steve organized the training efforts at more than a dozen area hotels to successfully coordinate corporate-wide training initiatives. While at the NY Marriott Marquis, Steve worked with a team of Marriott executives to implement training that resulted in dramatic increases in employee and customer satisfaction scores. One such initiative titled The Basics was adapted from the Ritz-Carlton Gold Standards in 1998 and branded by Marriott headquarters to become a company-wide initiative involving more than 3,000 hotels.
Since 1992, Steve has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. Steve has delivered over 700 presentations to more than 30,000 people.
In addition to Marriott International, Steve has presented to leading hospitality management companies including: White Lodging, Destination Hotels & Resorts, Richfield Hospitality, Sunburst Hospitality, North Central Group, and Millennium Hotels & Resorts—and an array of diverse audiences including the HealthONE, T.J. Maxx, Philadelphia Insurance, the American Association of Orthodontists, and his alma mater, the University of Kansas.
Steve has received advanced training in public speaking from Cornell University School of Industrial and Labor Relations, National Speakers Association, American Society for Training and Development, and Decker Communications. In the area of instructional design methodology, Steve has received graduate-level certifications from the Rochester Institute of Technology. Steve also has received numerous certifications in the fields of employment law, personal effectiveness (Masters-level certification in Stephen R. Covey's The Seven Habits of Highly Effective People), and the behavioral sciences (DiSC Behavioral Style Indicator and Myers-Briggs Type Indicator certifications). Steve is an accredited member of the National Speakers Association. Steve travels from his home in Denver, CO.
STEVE CURTIN was rated #4 by Global Guru on its 2015 listing of the Top 30 experts in the world on the topic of customer service. He is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary (AMACOM Books, New York, NY), currently in its sixth printing. After a 20-year career with Marriott International, Steve now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. He lives in Denver, Colorado with his wife, four children, and a Goldendoodle named Nugget.
Steve has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world.
As the Area Director of Training for the New York City market, Steve organized the training efforts at more than a dozen area hotels to successfully coordinate corporate-wide training initiatives. While at the NY Marriott Marquis, Steve worked with a team of Marriott executives to implement training that resulted in dramatic increases in employee and customer satisfaction scores. One such initiative titled The Basics was adapted from the Ritz-Carlton Gold Standards in 1998 and branded by Marriott headquarters to become a company-wide initiative involving more than 3,000 hotels.
Since 1992, Steve has delivered interactive and engaging presentations on three continents, in six countries, and 26 states. Steve has delivered over 700 presentations to more than 30,000 people.
In addition to Marriott International, Steve has presented to leading hospitality management companies including: White Lodging, Destination Hotels & Resorts, Richfield Hospitality, Sunburst Hospitality, North Central Group, and Millennium Hotels & Resorts—and an array of diverse audiences including the HealthONE, T.J. Maxx, Philadelphia Insurance, the American Association of Orthodontists, and his alma mater, the University of Kansas.
Steve has received advanced training in public speaking from Cornell University School of Industrial and Labor Relations, National Speakers Association, American Society for Training and Development, and Decker Communications. In the area of instructional design methodology, Steve has received graduate-level certifications from the Rochester Institute of Technology. Steve also has received numerous certifications in the fields of employment law, personal effectiveness (Masters-level certification in Stephen R. Covey's The Seven Habits of Highly Effective People), and the behavioral sciences (DiSC Behavioral Style Indicator and Myers-Briggs Type Indicator certifications). Steve is an accredited member of the National Speakers Association. Steve travels from his home in Denver, CO.
Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary
When asked what their work entails, most employees list the duties or tasks associated with their job roles. Very few refer to the true essence of their job, their highest priority at work: to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction-and transactional service does not make a lasting positive impression or inspire...
The Revelation Conversation: Inspire Greater Employee Engagement by Connecting to Purpose
Nearly every organization has a set of core values and a mission, vision, or purpose statement meant to inspire. But most employees are unaware of these corporate ideals and how they connect to their real world of work. So all too often, they simply go through the motions. The Revelation Conversation is a performance management tool that enables leaders and managers to inspire greater employee engagement by revealing employees' total job role (including their single highest priority at...
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