Tag: guest relations

Owning Your Customer’s Experience (Part 2)

January 11th, 2013   •   no comments   

Owning Your Customers Experience Part 2
Singapore Airlines cabin crew are trained to own the customer experience (image from Singapore Airlines)

Does your organisation hold a common view of the customer experience? Does everyone know what it looks like when it is done well? What are you willing to give up to get it?

These questions frame the development of a customer experience vision for any tourism business.
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Owning Your Customer’s Experience (Part 1)

January 9th, 2013   •   no comments   

Owning Your Customers Experience 1
Courtesy of HotelManagement.Net 

The world has changed. Customers now have all the information they need to decide where they wish to visit, what they want to buy, and what services they require.

With an attention span of 90 seconds or less (at 140 characters each time), business as usual isn’t going to cut it for the Facebook and Twitter generation. The game has changed from word of mouth to world of mouse.
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