www.paarami.com

Quick Steps to design Customer Experience

How to design a customer experience? What are the steps to follow to design a customer experience? How do

we cause repeat customers in our resort? In this article we have attempted to share with you some tips and

steps, which help you get these answers.

Continuing with our last article on marketing through operational excellencehere we share some tips to

designing your guest experience.

Step 1 | Identify customer interaction checkpoints

Find out the check points where customer interaction happens and design the customer experience at every

point

So his experience on your website could be one of the checkpoint, his interaction with your marketing team

handling social media could be another checkpoint, his interaction with your inbound sale agent could be

another interaction and so on

Step 2 | Identify value enhancers & value destroyers

Find out which are the value enhancers and value destroyers among all the points

This is an interesting process. A mobile website could be a value enhancer, a courteous and loving staff could

be a value enhancer whereas a membership sales agent at the entrance of the resort could be a value

destroyer, anybody walk-in policy could be a value destroyer if you are running a premium property and guests

don’t want anybody to walk in the resort while they are enjoying their stay.

Step 3 | Take customer feedback to measure the success

Make customers your partners. It’s the world of marketing 3.0 and unless your customers don’t become your

partners you will not enjoy a fast growth. Take their feedback and suggestions.

Studies have shown that up to 85% of customers want to share ideas and insights for improvements, but half

of them don’t feel encouraged to speak up and share.

The companies like Starbucks follow this wonderfully. Starbucks started MyStarbucksIdea. It’s a site that

allows consumers to go online, share their ideas for changes that would improve their customer experience

(and loyalty!) and can also vote on other’s ideas.

Step 4 | Work on customer feedback

Taking the feedback is not enough. 99% of ideas shared in a community are never looked at or implemented.

Work on customer feedback and let them know that you have acted upon their recommendation. Partner them

in improving the experience. You will win for sure!!!!

I was sitting at my home when I received a call from Marketing Manager of the restaurant I visited couple of

days back. They had acted upon a suggestion I had given to them. I was glad to hear that. Now whenever I

make a plan to eat out its likely that I would go to the same place for experiencing the new changes & to

enjoy that special treatment.

How about you follow this in your resort / restaurant?