Strategies to Improve and Enhance Customer Experience
By Adrian Kurre Global Head, Homewood Suites & Home2 Suites by Hilton | April 24, 2016
When it comes to an exceptional customer experience, it's not just what you offer, but how, when and why you offer it. Employed thoughtfully and effectively, efforts to drive customer service to new levels become infectious throughout a hotel organization, down to each individual property and team member.
Easy to say, harder to execute. To stay on the forefront of providing the ultimate experience for business and leisure travelers takes continuous innovation. Integrating new technology, continuously improving team member training, and striving for targeted and personalized customer interactions remain essential to success now and going forward.
Unique to the hospitality industry is also the ongoing need to refresh properties with little or no disruption to guests. Strategic planning, well-orchestrated execution and a result that will 'wow' travelers all contribute to a great and seamless guest experience. Renovation is also an excellent opportunity to incorporate customer preferences and technologic advances throughout a hotel system.
Strategically Embrace New Technology
We have amazing technology in the hospitality industry today – allowing us and our guests to enjoy capabilities we might not have imagined even 5 or 10 years ago. Innovations with great potential emerge all the time, but in a practical sense it's important to strategically select the right technology for your hotel business.
I learned an effective strategy from futurist Daniel Burrus, with whom I worked for many years. Instead of casting a wide net, Daniel advises keeping the "hard trends" in mind when choosing technology for the future. This approach increases the likelihood of incorporating an innovation in your business that customers will embrace and enjoy for many years to come. Daniel told me he uses this strategy, and he has not made a wrong projection in 30-plus years.