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Customer Experience – Our 2017 Outlook

Customer Experience

It’s finally here—2017! We’re excited about the New Year and our clients are optimistic, too. With consumer confidence rising and businesses expanding their toolkits to streamline processes and digitize, one thing remains critical across industries, customer experience. As hospitality reservations increase, so too does consumer goods spending and dining out, meaning more guest and customer touch points requiring observation, evaluation and optimization.

Survey verbatim across multiple verticals says one thing, how a guest feels is critical to building repeat business and retention is based on positive customer experiences. Guests have many options when dining out, choosing their assisted living partner or which hotel chain they’ll frequent. Capturing guest feedback across various channels ensures you not only identify opportunities but easily remedying issues and documenting them digitally helps improve efficiencies, meaning spending time optimizing the guest experience.

Inspect what you expect. If you have high expectations and deliverables for your clients, are you measuring what’s expected of your team? Are you able to objectively capture the guest experience from beginning until end? Most top brands know it’s critical to look at what’s under the microscope and observe the guest experience, organically.  How your brand or company measures guest interactions is unique to your experience. By identifying and replicating best practices, you can ensure your customer experience meets the demanding and ever-changing preferences of consumers.

With an energized economy and fierce competition growing across market segments, 2017 is the optimal time to begin peeling back the onion and determining if your brand experience will meet consumer expectations. Beyond the front-line engagement, what other opportunities and savings might you identify?  What training improvement will arise? Or what best practice will transform your business into a customer-centric powerhouse?  You can take action and learn by leveraging survey and data collection tools and analyzing results.