Guest Experience

12 Steps To Building A Better Guest Experience

Posted on Dec 15, 2009 in Guest Experience by Jeffrey Summers 0 Comments

1. Map out your current marketing position and any existing strategies and tactics in use.
2. Map out your target market.
3. Map out your point(s) of differentiation.
4. Build your story.
5. Map your current experience from every guest and staff touchpoint, guest and staff  perspective as well as every line item on the P&L.
6. Measure your current guest experience levels through a Voice-of-the-Guest program.
7. Look for touchpoints where you can significantly add value to the experience level.
8. Analyze guest feedback to understand all sets of expectations – yours, your staff’s and the guest’s.
9. Embrace the change necessary to add a differentiated value perception to the guest experience.
10. Coach and inculcate staff with the understanding necessary to be successful with the new strategies and tactics.
11. Measure your effectiveness using your Voice-of-the-Guest program. Revise your story in terms that facilitate your guest’s perceptions of your brand.
12. Wash, rinse, repeat.