HELPING HOSPITALITY ORGANISATIONS BECOME CUSTOMER CENTRIC

Did you know...86% of customers say they are ready to pay more, if it means getting a better customer experience.

Times are changing and customers have increased expectations of what they want from hospitality businesses and your customers are no different. For your hospitality business to survive, you have to change in order to meet the new demands of your customers. Whatever business you are in, a hotel, a bar or a restaurant, you need to become a customer centric business and have that centricity running through the core of your organisation's DNA.

Customer centric businesses enhance customer loyalty by improving satisfaction, which leads to more customers speaking positively about your business and in turn recommending your business to others, as well as themselves returning time and time again. Afterall, customer retention costs far less than customer acquisition, and remember word of mouth is still as valuable today, as it was years ago.

When customer centric businesses make business decisions, they consider the impact that decision will have on their customers and look to ensure it will not have any negative impact and you now need to too!

• Icon One Customer Experience & Journey Mapping We map the full end-to-end of your customers journey, identifying the pain points and find the solution to enhance your customer's experience. We are leaders in customer experience and journey mapping offering an end-to-end-customer experience solution to help hospitality businesses improve their digital and face-to-face interactions with customers.

• Icon Two Customer Experience Process DesignWe design customer experiences and processes with your customers at the front of our minds, this ensures your customers have an exceptional experience. We work collaboratively with you to discover and create a holistic view for your organisation, we develop insights, build protypes and test assumptions so that all stakeholders are aligned on shared goals and expectations

• Icon Three Mystery Shopping SolutionsDo you understand the real experience your guests receive when interacting with your business? Our undercover mystery shopping service can help you discover the real experience. When conducting an undercover assignment our trained mystery shopper will directly engage and interact with your staff and customers and then provide you with an in-depth report that gives you valuable insights . 

• Icon Four Customer Experience TransformationOur Customer Experience Transformation solution helps you optimise your customer engagement, build customer loyalty and improve customer satisfaction. We start by being completely transparant on the challenges and opportunities you face, followed by creating a clear plan for implementation, based on data driven insights, that help you build meaningful customer relationships.

• Icon Five Customer Experience Training We can work with your organisation to improve your teams and ensure they help position your business for success and enhance the experience customers receive. Our bespoke Customer Experience Training offers a range of sales and customer facing training solutions, including inbound telesales, outbound telesales, face-to-face sales and customer service as well as sales leadership training.

• Icon Six Data, Insights, Research & Analysis We offer a range of services tht are designed to ensure your business growth is built on data based decisions. Working with highly experienced researchers and analysists we can undertake market and customer research to provide you with insights and analysis for your business. We're able to support you with regular updates on trends and opportunities within hospitality.  

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