NPS Blog

Podcast: Inside the Four Seasons Approach to Five-Star Service

Barbara TalbottHotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for luxury travel—and hospitality in general—ever since.

In the latest Net Promoter System Podcast episode, Barbara Talbott, former chief marketing officer at Four Seasons Hotels and Resorts, shares how the company grew from a small chain to a global luxury brand during her two decades with the company. She left the company to start GlenLarkin Advisors in 2009, and now shares her keen sense of customer experience with other companies.

You can listen to the episode on iTunes or through the player below. Click here to view more episodes.

4 Responses to Podcast: Inside the Four Seasons Approach to Five-Star Service

  1. Fully enjoyed this podcast as all of the past ones.

  2. Great episode!

  3. Agree – great episode!

  4. Thoroughly enjoyed listening to this podcast. Always admire Barbara Talbott as a speaker, so nice to hear her speak again.