What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?
Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.
From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.
But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical.
Key Moments:
01:19: How Marriott Turned a Lost Toy Into a Viral CX Win
05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”
14:48: Where “Celebrity Service” Began: A Moment That Changed Everything
27:47: How to Implement Celebrity-Level Customer Experience
29:22: Why Most CX Fails: The Time Commitment Gap
30:18: Designing a Visual Space That Fuels CX Innovation
32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas
37:16: From Brainstorm to Buy-In: Turning Ideas Into Action
38:12: Driving Team Engagement Through Recognition & Ownership
40:03: CX That Converts: Case Studies from Avon, IHG & More
54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories
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