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.
In this blog series, we’ll discuss four solutions for guest experience management that will allow you to measure and improve your hotel operations and guest experience so you can build loyalty, drive revenue and get a leg up on the competition.
Next week, in part two of our GEM blog series: How to Leverage Hotel Mystery Shopping to Improve Guest Experience