Elevate Your Business with Hospitality: The Power of Personal Touches in Customer Experience

At Kwedar & Co., we love to look at other businesses and industries to see how we can better serve our clients and their customers. Today, we’re taking a note from the hospitality industry, where the smallest of details are the line between being just another player in the industry and standing out from the rest.

We’re experimenting with automation and AI as much as the next company, but in the race to efficiency, you don’t want to lose sight of how you can really set your business apart from the competition. The truth is the magic happens in the customer's experience: how did interacting with your brand make them feel?

Forget about flashy amenities or over-the-top facilities; we're talking about creating those little unexpected moments that customers will look back on for years to come. No matter what field you're in, there are plenty of ways to make your customer experience special and leave memories that'll stick with folks forever.

Transforming the Ordinary into Extraordinary

Recently, some close friends and I embarked on a long weekend trip to Palm Springs, opting for a boutique resort. We weren't expecting anything over-the-top, just a cozy place to get some R&R. Our first night there, I requested a to-go cup of hot water so that I could enjoy my ritual of pre-bedtime tea in my room. The next morning, I stepped out of my room only to find an unexpected gift sitting in front of my door. An electric tea kettle had been placed outside my room, like a surprise gift from the hotel fairies.

I was confused at first. There was no note. Was this for me? Then, it hit me – a member of the hotel staff had dropped off the kettle unprompted after my quest for hot water the night before. It might seem like a small thing, but let me tell you, it spoke volumes. It told me the staff were attentive to detail and willing to go out of their way to make sure I had a fantastic stay. This got me thinking – little tweaks like this (and, importantly, listening to your customer) can be translated into many industries to create a long-lasting impression and a one-of-a-kind experience.

Set the tone for your customer’s experience

You have heard it before - first impressions are everything. Think of it as the opening act of a concert – you want to have your audience hooked from the first note so they are fired up for the rest of the show. No pressure, right? Try to get in the mind of your customer to imagine what you would want your first impression to be and how you could achieve that. A warm, personalized welcome right as they walk through the door is always a great way to start!

B2B providers, you're not off the hook – tailor your onboarding process so that it’s easy, efficient, and welcoming. Remember, there is always room for improvement! Being intentional with receiving customer feedback is a tool for learning where gaps are and adapting your approach accordingly.

It starts with your culture

First, how do your corporate values connect with hospitality? Where can you add natural points of connection between your team, your customer, and your brand?

Then, equip your staff with the skills and knowledge needed to personalize interactions. Encourage them to engage with guests and customers and maintain a unique attentiveness that sets your business apart from others. Humans crave a personalized touch, a sense of recognition that goes beyond just a transactional interaction. Train your team to recognize and anticipate the needs of each customer and adapt their services accordingly. Personalization is the key to unlocking the full potential of customer experience. It involves tailoring your services and interactions to meet the unique needs and preferences of each guest. This goes far beyond addressing customers by their names and asking basic questions; it's about anticipating their needs, preferences, and desires. How can you surprise and delight even in the most mundane of situations?

Go the extra mile

Navigating your day-to-day can be overwhelming in itself and going the extra mile might seem like an impossible task. We’re all just out here trying to survive sometimes, right??

However, it's not always about major overhauls; often, it's the little things that can make a significant impact. In your daily operations, incorporating small but thoughtful gestures can transform a customer’s experience. Whether it's a personalized note, a surprise element, or a unique touch, these small efforts have the power to elevate your current offerings and leave a lasting, memorable impression on your customers or clients. Just like the hotel staff member who took the extra time to locate a kettle and drop it off on my doorstep, you too can take a few extra minutes to ensure that small gestures of thoughtfulness make a significant difference in someone's experience.

Become the no-brainer choice

In a world brimming with choices, it's time to set your business up as the no-brainer option for customers. While there’s so much to be gained from automation and artificial intelligence, there are tons of opportunities and incredible value in the customized, human experience.

Strive to make each interaction as unique, memorable, and exceptional as you can so guests and customers naturally want to share their positive experiences. With the power of customer experiences, you can turn your business into a highly sought-after entity where every customer feels like a VIP guest. (And, guess what… you can charge a premium for that!)

Bottom line, we all just want to be heard. Decades ago, sterling customer service was commonplace. Now, engaging with an actual human being is literally remarkable. Brands have a real opportunity to shine by listening to customers and delivering a little extra touch.

Not sure where you can add a little extra oomph to your processes and communications? Our marketing audit services might be just the ticket to uncovering where you can shine! Let’s chat today.

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