After weeks of strategizing, your leadership team has created key customer experience goals for 2020. These might include increasing customer lifetime value, for example, or creating more personalized engagement. Maybe you want to drive more targeted team training and development. Whatever your goals are, you’ve entered the new year (and decade)
It was my honor to attend the INSPIRE Summit 2019, hosted earlier this month by the International Luxury Hotel Association (ILHA) in Miami. The luxury hospitality conference gathers hotel visionaries from around the world to share key insights and thought leadership. Needless to say, I came back with some amazing takeaways.
A hot topic of discussion this year (and surely in years to come) is “employee experience being the new customer experience.” Over the last decade, it’s been made abundantly clear that customer experience is a competitive differentiator. But the tides are now turning to focus on the internal experience employees have
A 2019 survey from TINYpulse found that the No. 1 driver of employee performance is the level of support provided by managers. But what does this “support” look like? It goes beyond technology, incentive programs, and popular employee benefits. At its core, this means focusing on the individual; giving each person
For hospitality organizations, quality is the cornerstone of customer relationships. It’s the difference between “meh” and magnificent service that turns guests into loyal brand advocates. Yet at the heart of quality is consistency. Customers expect quality service not just once or every so often but across their end-to-end experience with a
Research shows the average business spends 9-12% of gross revenue on marketing, translating into a few thousand dollars for a microbusiness up to millions for larger enterprises. At the same time, many of today’s marketing tactics are growing more complicated in nature. Consider Facebook: research shows the average price of ads
Do a quick Google search for “high-performing employees” and you’ll see all sorts of results: “Characteristics of a High-Performance Employee” “Attributes to Look for in High-Performing Employees” “Shocking Insights on Your ‘High-Performing’ Employees” Am I the only one detecting a problem here? If you ask me, it’s exactly this obtrusive
Businesses that succeed for the next 15, 20 or 50 years will be customer-centric and experience-driven, but how many truly understand what this means? Over 80% of companies recognize customer experience as a differentiator capable of accelerating revenue and reducing costs, yet only one-third rate their own customer experience at a
If you want to really know a company, look no further than its people. Employees are the collective force that turn four walls into a living, breathing organization. They have a direct impact on customer and business outcomes, and we as leaders are responsible for ensuring this impact is always positive.
There’s an old saying that the true test of a person’s character is what he or she does when no one’s watching. The same can be said about a team of employees. Managers can learn much about a team in terms of work ethic and accountability when they are out of
