12 Steps To Building A Better Guest Experience
December 15th, 2009 // 7:24 am @ Jeffrey Summers // No Comments
- Map out your current marketing position and any existing strategies and tactics in use.
- Map out your target market.
- Map out your point(s) of differentiation.
- Build your story.
- Map your current experience from every guest and staff touchpoint, guest and staff perspective as well as every line item on the P&L.
- Measure your current guest experience levels through a Voice-of-the-Guest program.
- Look for touchpoints where you can significantly add value to the experience level.
- Analyze guest feedback to understand all sets of expectations – yours, your staff’s and the guest’s.
- Embrace the change necessary to add a differentiated value perception to the guest experience.
- Coach and inculcate staff with the understanding necessary to be successful with the new strategies and tactics.
- Measure your effectiveness using your Voice-of-the-Guest program. Revise your story in terms that facilitate your guest’s perceptions of your brand.
- Wash, rinse, repeat.
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