205: The Secret to Scaling Service Culture Across 19 Resorts (pt 2 of 2)

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · Apr 23, 2026 · 27m · transcript

How do you scale a world-class customer experience across 19 resort properties and 20,000 employees?

Summary:

This episode is part 2 of 2

In part two of this conversation, John DiJulius and Jess Shannon of Sandals Resorts International go deeper into what it really takes to sustain a customer experience transformation at scale. Jess shares how Sandals turned service standards into a company-wide service anthem competition, creating buy-in, emotional connection, and long-term recall across 19 resorts and 20,000 team members. They also unpack how leaders can start small, build momentum, gain…