Every Experience Matters: Why Each Guest's Voice is Important to Your Success
By Lonnie Mayne President, InMoment | April 19, 2015
I'm sure you've noticed guests' expectations are rising and not just in the hotel industry. Retail. Food. Healthcare. Financial services. Nearly every business I talk to is aware of and talking about the "empowered customer."
Technology is driving much of this change. The internet opened up new markets and nearly limitless information, giving guests the ability to research options, compare prices and amenities, and hear first-hand from other guests-all before interacting with you at all.
While online reviews have become incredibly influential in the hotel industry, social media has added an even more complex dimension to the mix. Guests share their opinions and recommendations freely with their friends, family, and sometimes-massive social networks.
And this has definitely given guests more power than ever before. However, many brands are making a critical mistake in interpreting what this means.
I can't tell you how often I hear sophisticated brands and executives talk about their guests with fear in their eyes. They view today's guests a little like demanding tyrants or entitled toddlers, holding their companies hostage on social media unless they get their way.
I've been working to building customer-centricity into corporate cultures for most of my career. And I can tell you that today's guests-your guests-are offing you a business opportunity that you have never had before.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.