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A Conversation with Chip Conley

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November 23, 2009

Word of mouth is now word of "mouse." So says Chip Conley, the CEO of Joie de Vivre Hospitality, California's largest boutique hotel group. We're suddenly able to go on the internet and tell thousands of people about any experience we've had: a restaurant meal, a motel stay. It's bred a flock of internet cheerleaders and complainers. In this clip, Conley walks us through his strategies of dealing with feedback overload. Leave a comment and let us know what you think of his advice.

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Video, big think, chip conley, joie de vivre hospitality

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Join the conversation ( 2 )

CHIDIMMA ABUKA 2 years 2 months and 20 days ago

Chip Conley not only talks about the importance of the "word of mouse", but the power of a CEO's response to a customer's bad or good experience. Kudos.
KIRK ROSSBERG 2 years 2 months and 21 days ago

I love that "word of mouse" idea. I've been in business for 25 years and it seems that the speed in which we respond to our critics these days is much more important than ever before.