this episode, Michelle Mason, FASAE, CAE, talks to Stephanie Leese Emrich.
Emrich is a leading expert in customer service, speaking and advising organizations
on providing high-level customer experience. She is the Chief Service Officer
of ServiceSpeaks Solutions, the President of the National Customer Service
Association Chicagoland Chapter and a former college professor and hotel
Michelle Mason, FASAE, CAE
President and CEO, Association Forum
Michelle Mason is the President and CEO of Association Forum. Association Forum is the “association of associations” in Chicago. Founded in 1916, it has nearly 4,000 members. Prior to Association Forum, Michelle served as a managing director at the American Society for Quality (ASQ). In this role, she concentrated on business development, membership, component relations, innovation, advocacy, social responsibility, and process improvement efforts. Prior to she was Vice President of Strategic and Future Focused Research at the American Society for Association Executives (ASAE).
Stephanie Leese Emrich
Stephanie (Leese) Emrich speaks and consults on the Customer
Experience, and about those who create the experience.
Inspired by her grandfather's ideals at his Disney World-area
hotel, Stephanie's own customer service journey began at Chicago's Drake
Hotel. Including her college internship, associations then and now play a
large part in understanding how individuals and groups evolve.
From meeting planner to Les Clefs d’Or Concierge to Kendall
College professor, each role completes the picture.
Stephanie founded ServiceSpeaks Solutions, where her signature
"Be My Guest" mantra motivates and structures organizations to
shift from a transactional to an experiential culture. Core program tracks
include the esteemed Certified Guest Service Professional (CGSP), applicable to
As Founding President of the National Customer Service
Association (NCSA) Chicagoland, every day centers on high-touch
interactions and the indelible imprint made in the customer journey. As a
customer experience innovator, Stephanie’s work weaves in humorous and
heartfelt stories, where meaning and message remain memorable.