“THERE IS ONLY ONE BOSS. THE CUSTOMER. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
-Sam Walton (Walmart)
According to a recent study, a little more than 70 percent of millennials, the largest generation now in U.S., would rather spend money on experiences, instead of material things. Similarly, research by American Express showed that the same percentage of the population prefers having a personalized travel experience.
Improving the guest experience is important. Implement new ways of connecting with and communicating with your guests. There’s potential value in personal tech touchpoints in the ability to make strategic suggestions or provide subtle reminders of hotel extras and special events.
A Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective.
Anticipate what the next generation will want, remind yourself that new technology is emerging every year, and think about which investments will pay off over the long haul.
The ApptTech Gateway Portal is fundamentaly about human interaction & how providing real-time feedback about that interaction directly via our reporting system & to your on-duty staff.
Today industry revolves around excellent service and impeccable relations with customers.
AppTech Gateway, with real-time actionable data delivered directly from your customers, is committed helping your company provide the best service available .
This new technology is a service excellence game changer.
Since we live in the digital age, hotels aren’t the only ones who can track (some) elements of a property’s performance. As customers share their hotel experience online, hotels and their potential guests are able to track how well a property delivered on different guest experience metrics.
For this reason, hotels should monitor their online ratings and reviews very closely, and use that feedback to improve both their operational procedures and guest experience standards. Indeed, online reviews not only provide a source of direct feedback from guests so hotels can adjust their services to meet guest expectations, but they can (and will) impact a property’s bottom line as they affect future bookings.
So it’s clear that a restaurant’s online presence and reputation does in fact have an effect on its success.
Quality and consistent service
Children’s amenities: More parents are choosing a hotel for their family vacations. The reason is simple; families get to rest away from their home in a comfy and safe environment. However, not all hotels are equipped to handle all of the kids’ needs. Parents should take the time to research on which hotels would be able to distract their children.
Concierge: This is different from the general service but on the same level. Great hotels have impeccable concierge service. Guests should be made to feel that they can rely on the concierge to make dinner reservations or find the best local playground. Concierges should also address all transportation concerns.
Businesses are botching the moments that matter in their customer experience.
Bath amenities: Guests often forget this consideration, but bathroom amenities are crucial in making a great hotel stay. This does not mean splurging on high-end brands (although some chains do that), but just using products that make the guests feel pampered and welcomed.
The most important factor is guest satisfaction. Recall that the goal of hotels is to make sure their guests arrive and leave happy.
And it is not just millennials who look for customized experiences. Airbnb reports the over-50 sector are also craving the same when traveling.
Another great advice is to ask guests to fill out a suggestion sheet on how service within a hotel can be improved.
The happier you are with a brand, the longer you stay with them. And so if you treat your customers poorly and ignore their customer service emails, then they are more likely to leave. This is why companies that deliver a superior customer service and experience outperform their competition.
How is customer experience different from customer service?
A 2011 Bloomberg Businessweek survey revealed that “delivering a great customer experience” has become the new imperative: 80% of the companies polled rated customer experience as a top strategic objective.
However, only 20% of these companies believe that they, themselves, are actually doing a good job.
So the key question is: How can organizations create a customer experience that is truly differentiating and provide them with a sustainable competitive advantage?
It's quite clear that your business has to focus on customer experience for 21st century business success.
Customer expectations are rising, and faster than the speed that companies can improve their customer experience. Customers expect every interaction as the best experience they have with any company, so the question is remains, how can your organization create a great customer experience?
Create an emotional connection with your customers
You’ve heard the phrase “it’s not what you say; it’s how you say it”?
Well, the best customer experiences are achieved when a member of your team creates an emotional connection with a customer.
Customers become loyal because they are emotionally attached and they remember how they feel when they use a product or service. A business that optimizes for an emotional connection outperforms competitors by 85% in sales growth.
Capture customer feedback in real time
How can you tell if you are delivering a wow customer experience?
You need to ask – And ideally you do this by capturing feedback in real time. Post-interaction surveys and similar customer experience tools can be delivered using a variety of automated tools through email and calls.
Measuring customer experience is one of the biggest challenges faced by organizations,
Customer expectations are higher than ever and word of mouth travels fast!
Customer experience is an area that needs constant nurturing and care and with a greater focus on customer experience strategy, companies will realize a positive impact on customer loyalty, higher retention and increased revenues