Why Customer Success Needs a Hospitality Mindset with Em Wingrove

In this episode of Onboarding Therapy, Kim and Shareil sit down with Em Wingrove, Chief Experience Officer at Aptitude 8, to explore how customer success teams can apply a hospitality mindset to improve retention, build trust, and create effortless customer experiences.

Highlights from the Episode:

• Why Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.
• Anticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.
• The Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.
• Setting Service Standards – The key to creating consistent, high-quality customer experiences.
• Lessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.

Whether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.

Key Resources:

• Follow Em Wingrove on LinkedIn
• Learn more about Aptitude 8
• Book mentioned: Setting the Table by Danny Meyer

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