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Will Discount Stores be 2023's Disruptors?
Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional...
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Navi Vaid
August 02, 2017
Customer experience (CX) has become a top priority for almost all B2C companies today. Their customers don’t just want high-value, great experiences - they expect them. And, if a business doesn’t deliver and meet those expectations, well, customers are happy to go elsewhere.
As a result, it’s only the businesses that make customer experience their key point of differentiation and invest in the programs and technology needed to manage and continuously improve their CX, that are able to truly achieve a competitive advantage.
Businesses in the hospitality industry are undoubtedly in a sector where exceptional CX is an expectation of the customer. In fact, it’s one industry where experience has always needed to be a priority because it’s always been an expectation of guests. However, in today’s omni-channel world, delivering superior guest experiences isn’t as easy as it was in the past.
Cleanliness, amenities, comfort, and quality have and will always be critical to guests; but now, the guest experience begins even before they walk through the doors of a hotel. This means hoteliers need to collect the right data about their customers and operations in order to make business decisions that prioritize the wants, needs and expectations of their guests.
Next week, in part two of our GEM blog series: How to Leverage Hotel Mystery Shopping to Improve Guest Experience
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Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional...
1 min read
At Intouch Insight, we’re constantly working on releasing new features that will help you reach the top of your game. We are starting out the new...
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Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer...