We’ve all been there: You go to a local business, or visit a hotel, or go online to make a purchase, and the experience is awful. If it’s bad enough, you decide to never go back again. Which means the business - at a minimum - has lost a customer. In today’s competitive market, no business can afford to lose customers. That’s where Chris Caracci steps in. He helps organizations improve their customer experience. He spent years at the Disney Institute working with clients across the world. Today he continues to help all types of businesses and organizations deliver a high quality customer experience. He joins us to talk about the customer experience, its importance, and how improvement starts at the top. 

If you are a professional who would like a non-degree executive education, or you would like to learn more about leadership and business, visit us at http://www.wmleadership.com.

in 2017, when William & Mary graduate Michael Medline became CEO of Empire, he knew the organization was in need of major change. he’d been successful at PepsiCo Canada and as CEO of Canadian Tire but turning around Canada’s second largest grocery retailer, would be a significant challenge. Fast forward to 2022. Medline has executed one of the most effective turnarounds in Canadian retail. Empire and its key brands——Sobey’s, Safeway, IGA, and others---is stronger than ever. and people have noticed. Medline was named CEO of the year by the Globe & Mail. he was also named Canada’s most admired CEO. He joins us to talk about leadership, company culture and transformational change.

Learn how the Raymond A. Mason School of Business at William and Mary can help you and your organization develop your top talent through customized executive education and professional development programs. Visit us at www.wmleadership.com. Thank you for listening.