Creating Interactive Experiences For Guests

Tired of meetings and dinners that feel… blah? The Art of Gathering by Priya Parker shows you how to fix that. Most gatherings fall flat for one reason: We plan on autopilot. We focus on logistics instead of asking the deeper question: What’s the purpose of this gathering? Purpose comes first. Not “Have dinner and catch up.” But “Reconnect after a tough season” or “Celebrate creative wins.” Define why before you decide how. Then curate the guest list. Right people > all people. Inviting everyone can dilute the experience. Invite those who serve the purpose and trust that’s enough. Set the rules. Want deeper connection? Create boundaries. No phones. No job talk. Everyone brings a story. Whatever works. Just make it yours. Be a bold host, not a chill one. Shape the experience. Guide the group. Close with intention. Don’t just hope the magic happens. Make it happen. When you gather with intention: People open up faster. They remember it longer. And they walk away changed even if just a little. The takeaway: Most gatherings blend in. But the best ones are designed. Make the next one count.

I thought I knew how to talk to important people. I'd had CEOs/celebrities on my YouTube channel and been on major podcasts (they always went great). Then I met this well-known comedian and made a huge mistake. I kept asking him questions, trying to get him to tell funny stories. The more I asked, the quieter he got. My conversation starters weren't working; he was shutting down completely. Then another guest walked into the green room and immediately started telling fascinating stories. Suddenly, the comedian lit up, started asking questions, and became totally engaged. That's when it clicked: He entertains for a living. In his downtime, the LAST thing he wants is more spotlight. This failure taught me something crucial: There are two types of VIPs, and if you get it wrong, you'll be forgotten instantly. __ Type 1: The Entertainers These VIPs love being the center of attention. They'll go ON and ON when you ask questions. They love telling stories, making people laugh, and talking about themselves. With them: Ask as many questions as possible. Let them command the room. Don't interrupt. Ask follow-ups that let them feel impressive. __ Type 2: The Entertained These VIPs perform all day long. They're constantly asked hard questions, solving problems, and giving speeches. They want YOU to entertain THEM with stories, insights, or information they don't usually get. __ Here's how this plays out in real life: I had a student whose boss (a manager's manager) always gave her short, vague answers and found excuses to walk away. Classic Type 2 behavior. Instead of asking more questions, she started saving juicy customer service anecdotes. Next time she saw him: "I wanted to tell you about this really interesting call I had with a client..." He immediately perked up. "Oh really? What kind of call?" She told him how a client was using their product in this unique way. He lit up, asked questions, and wanted more details. Why it worked: He interfaces with internal problems all day but rarely gets direct customer insights. She gave him the one thing he didn't have access to. Now he seeks her out during breaks because he knows she might have an interesting story. The VIP Test: Ask one basic question and watch what happens. • Long, detailed answer? → Keep asking questions, be their audience • Short, vague response that gets quieter? → Time for YOU to shine Bonus tip: Master the graceful exit. Watch for non-verbal cues: checking their watch, phone, looking around. The moment you sense they need to go, say: "I don't want to take up too much of your time." Either they'll say "No, I'm good!" or they'll gratefully escape ("Thanks, my parking meter's about to expire!").

Regardless of how great your ideas are in your virtual sales pitch, webinar, or team meeting… People are most likely checking their email, browsing social media, or working on other things while you present. How can you prevent that and actually get your audience to pay attention? Here are 4 of the most powerful techniques we use for our own virtual training courses: 1. Win the first five seconds According to research from the University of Toronto, people need only five seconds to gauge your charisma and leadership as a speaker. In virtual environments, this first impression is even more critical. To establish instant rapport: - Keep your posture open and inviting (avoid fidgeting, crossed arms, and closed-off postures) - Use open gestures that welcome the audience into your space - Gesture with your palms showing at a 45-degree angle - Speak with clear articulation and energy from the very first word The quickest way to lose your audience? Starting with tentative body language that signals you’re unsure or unprepared. 2. Design your presentation for virtual viewing When designing slides, assume varied viewing conditions. Design for the smallest likely device and the slowest likely Internet speed. Make your slides accessible by: - Using larger fonts (24-32pt) - Applying higher contrast colors - Limiting each slide to ONE clear idea - Adding more space between lines when using smaller text - Stripping excess content (you can provide additional information in a separate document) 3. Vary your delivery Our research shows the optimal length for linear presentations is just 16-30 minutes, while interactive ones can maintain engagement for 30-45 minutes. People’s attention will go through peaks and valleys during that time, so try these techniques to keep their attention: - Vary your speaking pace (faster to convey urgency, slower to express gravity) - Use intentional pauses to let key points land - Adjust your vocal tone (lower pitch for authority, higher for approachability) - Shift between slides, stories, and data at regular intervals Each change helps reset your audience’s attention and signals importance. 4. Build in structured interaction Don’t make your audience wait until the end of your presentation to interact. According to our research, presentations that incorporate audience engagement through polls, chat responses, or breakout discussions maintain attention longer. For the highest engagement: - Use a variety of interaction types throughout your presentation - Incorporate breakout rooms for small-group discussions - Switch modalities regularly to keep it interesting Remember: In virtual environments, you need to recreate the natural engagement that happens in person. Your virtual presentation success isn’t measured by perfection…it’s measured by action. Master these techniques and your audience won’t just pay attention, they’ll respond. #VirtualPresentations #CorporateTraining #WorkplaceLearning

Over the years, I've learned that true hospitality entails not just delectable food and a lovely setting, but also consistency, personalization, and attention to detail. From the time a guest arrives until they leave, every interaction counts. Whether you're new to the hospitality industry or creating your own concept, here is my ultimate checklist for creating a memorable guest experience: ✔️ First impressions set the tone The moment a guest walks through your doors is the moment their experience begins. Make it count. Make sure to greet them with a smile, eye contact, and enthusiasm that embodies the character of your venue. Within the first few seconds, people remember how you made them feel. ✔️ Anticipate needs before they ask Good service turns into great service at this point. Is your visitor running low on water? Between courses, has the table been waiting too long? Does a frequent visitor have a preferred seat or dish? Teach your staff to watch and respond before a request is made. Proactive service fosters loyalty and demonstrates concern. ✔️ Perfect the little details Often, the smallest things have the greatest effects. Consider how the lighting changes from day to night, how a napkin is folded, or how the music enhances the atmosphere. A unified, unforgettable atmosphere is produced by these details. Every location is created with the intention of telling a story, and the details are what make the tale come to life. ✔️ A strong team = exceptional service Without an empowered, well-trained, and mission-aligned staff, no venue can succeed. Being a host is a team sport. Make an investment in your people. Celebrate your victories. Openly discuss difficulties. Above all, establish a culture in which each team member takes ownership of the visitor experience because their concern is evident. ✔️ Tech should enhance, not replace hospitality Use technology to make things smoother, not colder. Digital tools and AI can help personalize menus, expedite reservations, and increase operational efficiency, but nothing can replace the human touch. Instead of reducing interaction, use technology to free up more time for your team to spend with guests. ✔️ Guests don’t just choose food, they embrace experiences We are now in the experience business rather than the food industry. People go out to experience celebration, comfort, connection, and excitement. Create moments that transcend the plate by planning your areas, your service, and your narrative. That's what makes a new visitor become a devoted regular. A successful F&B venue is about how you make people feel, not just what's on the menu. That’s the heart of hospitality. What do you think? What else would you include on this list? I would be interested in hearing your viewpoint. #HospitalityExcellence #CustomerExperience #HospitalityChecklist #7Management

I've attended 6 webinars/virtual events in the last 2 weeks. These have been hosted by very small teams/early-stage startups to billion $ companies whose brand names are synonymous with B2B SaaS. A few things I see across these events that are problematic: - Not enough context was given before the event - beyond the title and speakers, I don't know what to expect from a flow of the session perspective. - I have the event on my calendar but the pre-event reminder email frequency is super low. My recommendation is to use the 7-1-4-1 approach. 7 days out, 1 day out, 4 hours out and 1 hour out. Build excitement and drop hints on discussion points, value to the audience and who is attending in these emails. - Speaker and host energy - this is a big one. If the people on stage aren't excited about being there, your audience isn't going to be either. One Slack DM, one WhatsApp notification or an email and you've lost their attention. You need to think of your event as a captivating show on your favourite OTT. They need to be gripped as a result of your energy and the value you are bringing to the event. - Engage outside of the stage - Whether it's summarizing points from the stage to replying to chat or sharing resources in real-time. The chat better be active AF. - Always start with housekeeping - Run through the agenda and flow, and let people know about the assets they can expect, and what will they be able to learn and apply after. Getting them there IS NOT ENOUGH! - Post-event follow-up - every single event host sent out a follow-up email but only with the recording link. You need to share key takeaways, the assets and resources shared during the event and give them something they can engage with further. One and done is not going to drive your results here. What did you think of these observations? Is there something else you feel virtual events for marketers should have? Let me know in the chat. This is a topic close to my heart! LFG! #virtualevents #webinars #marketing

Most hotels obsess over the guest experience… but they ignore the people who make it possible. We often talk about "delighting the guest," crafting memorable moments, and delivering flawless service. But the truth is, the magic starts long before a guest even arrives. It begins with the people who bring that experience to life every day....your team. I’ve observed it countless times: a staff member who feels seen, valued, and supported naturally radiates warmth. Their energy is contagious. It’s reflected in every smile, every interaction, every detail that a guest notices.....often unconsciously. Conversely, if your team feels uncertain, overburdened, or disconnected, no amount of training or SOPs can fully compensate. The tension subtly translates into the experience. Guests may not notice why something feels off, but they feel it nonetheless. That’s why leadership in hospitality and in any people focused industry.....cannot be only operational. It must be emotional, relational, and human-first. It’s about creating psychological safety, offering clarity in times of change, and giving your team the tools and confidence to excel without fear. The staff experience isn’t just about perks or recognition (though those matter). It’s about trust, empowerment, and alignment. When people know their contributions matter, when they feel emotionally secure, they don’t just perform.....they lead from their station, anticipating needs, solving problems, and elevating the guest experience naturally. I often reflect on this when supporting teams during transitions. Even small gestures.....an honest conversation, listening without judgment, acknowledging effort....ripple outward into tangible guest delight. The best organizations I’ve seen treat their staff experience as an investment in the guest journey, not a separate initiative. When leaders prioritize care for their people, excellence follows. It’s a simple principle, but one that’s too often overlooked. So, the next time we strategize for guest satisfaction, let’s ask ourselves: Are we truly investing in the people who make it possible? Because the guest experience is only as strong as the staff experience behind it.

Customer service can indeed be a challenging role, often leading to frustration for both the service provider and the customer. However, with the right approach and mindset, it can be transformed into a pleasant and genuinely productive experience. Here are some strategies to make that happen: 1. Active Listening: This is crucial. Pay close attention to what the customer is saying, and acknowledge their concerns. This helps in understanding the issue better and also makes the customer feel heard and valued. 2. Empathy and Understanding: Put yourself in the customer’s shoes. Responding with empathy can diffuse tension and build a connection, leading to more constructive interactions. 3. Clear Communication: Use simple, jargon-free language. Clear communication reduces misunderstandings and makes solutions more accessible. 4. Patience: Sometimes, customers might be upset or confused. Exhibiting patience can calm a heated situation and lead to better problem-solving. 5. Positive Attitude: A positive demeanor can set the tone for the entire interaction. Even in challenging situations, a positive approach can lead to more satisfactory outcomes. 6. Knowledge and Resources: Be well-informed about your product or service. This instills confidence in the customer and enables you to provide accurate and helpful information. 7. Feedback Implementation: Take customer feedback seriously. It’s a goldmine for improving service quality and shows customers that their opinions are valued. 8. Follow-up: A follow-up after resolving an issue can leave a lasting positive impression. It shows dedication and commitment to customer satisfaction. By integrating these practices into everyday customer service interactions, not only can the job become more enjoyable, but it also paves the way for building lasting customer relationships and a positive brand image.

As an employer branding consultant, I've collaborated on over 300 virtual internship program info sessions hosted by early career recruiting teams. Here's what stood out from the top performing events and what I recommend: 1. Audience Engagement Students already have to sit in hour long lectures, they don't want to do the same at your information sessions. Switch things up by asking questions in the chat throughout the session or having a live Q&A. 2. Clear call-to-action That can look like: →  Sharing a link to a resume drop/your talent community sign up page so they can submit interest → Collecting emails to send a post event email with more resources/information about your programs and how to apply →  Providing an unique application link that tracks that they applied after attending your event →  Sharing a link to your early careers page if your roles are currently live so they can apply 3. Early talent employee panels Attendees want to hear from your past interns and entry level employees about what life is like at your company. They trust that they're going to be honest/keep it real with them, can see themselves in their shoes, and it's someone they can reach out to post-event for more insights on how to apply. I've listened in on a few of these and employees always give the best application advice that you can't find online! Who better to attract Gen Z than Gen Z? 😉 Pro-tip You can repurpose the testimonials shared by the panelists into content for your social channels, quotes to include on your early career website, etc. 🔥 One of my formulas for a ✨ perfect ✨ virtual information sessions: 15 mins of a company/program overview hosted by the recruiters + 20 min employee panel + 10-15 for live audience Q&A/answering questions submitted from the event RSVP form 👀 Students, what do you wish to see more of at virtual information sessions for early career programs you're interested in? #earlycareerrecruiting #infosessions #earlycareer #internships #employerbranding

𝗥𝗲𝘁𝗵𝗶𝗻𝗸𝗶𝗻𝗴 𝗘𝘃𝗲𝗻𝘁 𝗙𝗼𝗿𝗺𝗮𝘁𝘀: 𝗪𝗵𝘆 𝗜𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗠𝗮𝘁𝘁𝗲𝗿𝘀 𝗠𝗼𝗿𝗲 𝗧𝗵𝗮𝗻 𝗘𝘃𝗲𝗿 After managing more than 50 tech events of different scales, one observation has become consistently clear: people no longer attend events, especially in person, just to listen. They attend to interact. In an era where most talks can be watched on demand, long monotone speeches or tightly controlled panels with no room for questions struggle to justify physical attendance. According to multiple event industry studies, audience attention drops significantly after 10 to 15 minutes of uninterrupted speaking, and more than 70 percent of event attendees cite interaction and networking as their primary reason for showing up in person. Yet, paradoxically, Q and A sessions remain one of the hardest parts to manage. Live microphones, time pressure, off topic questions, and unequal participation can quickly derail an agenda. Still, removing Q and A altogether is not the solution. Tools like Slido or Kahoot have proven to be effective compromises. They allow participants to ask questions asynchronously, vote on what matters most to the room, and help moderators prioritize relevance over spontaneity. In practice, this often leads to better questions, broader participation, and more focused discussions. Another key point worth reconsidering is that events should maximize impact for attendees, not only visibility for organizers or speakers. When formats are designed primarily around stage time rather than audience value, engagement drops, both during the event and afterward. This is not a call for radical change, but for thoughtful adjustment. Shorter, sharper interventions. Built in interaction moments. Structured, tech enabled Q and A. Formats that respect why people actually show up. 𝗧𝗵𝗲 𝗺𝗼𝘀𝘁 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗲𝘃𝗲𝗻𝘁𝘀 𝘁𝗼𝗱𝗮𝘆 𝗮𝗿𝗲 𝗻𝗼𝘁 𝘁𝗵𝗲 𝗼𝗻𝗲𝘀 𝘁𝗵𝗮𝘁 𝘁𝗮𝗹𝗸 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁, 𝗯𝘂𝘁 𝘁𝗵𝗲 𝗼𝗻𝗲𝘀 𝘁𝗵𝗮𝘁 𝗹𝗶𝘀𝘁𝗲𝗻 𝗯𝗲𝘁𝘁𝗲𝗿. #events #tech #ai #impacr #community

I have a confession to make 😬 When I first started my #training and #facilitation journey over a decade ago, I used to have all the chairs organized nicely in a circle, would welcome people warmly as they arrived into the room, but then we would mostly wait in silence until all the participants walked in to kick off the engagement. CRINGE WORTHY I KNOW! 🤯 😅 At least it shows me how far I've come in my own training career! 😊 This week is all about the 2nd stage of the 5E #ExperienceDesign model: ENTRY! 👉 The exact moment your audience arrives at your online or in-person session, you set the tone for how the event will run. 🤩 I've now (thankfully) learned how important it is to lead #unofficialstart activities and connect from the very moment the audience arrives to foster engagement throughout! This serves multiple purposes: 💡 it engages everyone early on to foster interaction later on, 💡 it creates a welcoming atmosphere and builds #psychologicalsafety (not fear about what will happen in the dreaded silence!) 💡 it creates curiosity and intrigue 💡 it invites your participants to be present and ready to interact (instead of checking email or their phones until the official start). 💡 it rewards those who arrive early / on time instead of rewarding those who arrive late. I'll be sharing more examples of what this can look like this week, however, for today's #TrainerToolTuesday I had to spotlight Chad Littlefield's incredible packet of resources that do exactly this! 👀 Check out: 🤝If you're in-person: the new We and Me Connect Sticker Name Tags https://lnkd.in/dex4sJjt (with a fun video shared here on 5 creative ways to use them!) 💻 If you're online: We and Me Start Art to begin with music and collaborative drawing: https://lnkd.in/d9wdcxP3 What are YOUR favorite ways to spark connection and engagement at the entry of your experience? Let me know in the comments below 👇 #ExperienceLearningwithRomy