Insider: The Importance of Creating Legendary Customer Experiences

By John Ely, Senior Vice President, Signature Worldwide

Mr. John Ely

The importance of creating a legendary experience for guests isn’t new in the hospitality industry, but understanding the magnitude and subsequent value of that type of service is becoming more and more pressing. 

In my Hotel Business Review article, “The Importance of Creating Legendary Customer Experiences,” I share a personal example of how creating a tailored experience that exceeds customer expectations positively impacts a company’s bottom line. 

It’s examples like that, and the many others we hear from our clients every day, that inspired our team at Signature Worldwide to create a new program called Customer Experience Edge™. While so many in the industry offer a way to measure the customer experience, no one offered a way to teach employees how to create those experiences in the first place. 

A commitment to managing and crafting legendary customer experiences starts by understanding the difference between satisfaction and loyalty and using that discernment to gain better insight into your customers. This allows you to connect with your most loyal customers — not necessarily those who report being satisfied. Most of us know, and studies have shown, that customer satisfaction doesn’t equate to loyalty. And it’s the loyal customers that are the most lucrative. 

With hotel amenities simply becoming commodities, offering personal, unexpected customer service is the best way to separate your property from the competition. This superior service will create an emotional tie with customers that will move them to action. They will become loyal evangelists who will help grow your business.  

Click here to subscribe to the Hotel Business Review 

Sincerely, 

John Ely

Senior Vice President

Signature Worldwide

614-766-5101

johnely@signatureworldwide.com