From a customer experience perspective, you aren’t only competing with other companies in your industry. Your customers’ frame of reference is all other brands….
If businesses want guests to return, the experience has to meet their expectations. This is why “guest experience” is so important. Businesses can do this by optimizing every interaction throughout the guest’s journey; this begins by understanding their needs and how best to meet those expectations.
Developing customer-centricity requires many companies to rethink how they approach their business: Rather than seeing service flow as a straight line from their business to their customers, service delivery must be at the core. Every department and individual needs to understand their role in the CX — no matter their distance from the end-user. Ensure everything, from business modeling to revenue growth strategy, centers on the customer.
Your customers are smart. They have endless information at their fingertips. They’re in control with more choices than ever. And they want real and long-term…