Investing in the visitor experience, means improving the guest experience and your business. You want your cake and to eat it to! Why not – if you have a truly customer centric business (which requires changes for some) … you can have the best of both worlds.
Start with a few easy questions at your next team meeting:
- Do your visitors ‘recommend’ or ‘rave’ about you? (new paradigm) Or are they just ’satisfied? (old paradigm).
- Can you articulate what you have done in the past six months to improve the customer experience?
- Do you have a customer experience statement to accompany your values and mission?
- Is it easy to business with you? Are your sales and marketing methods aligned with where you customer is, how they want to interact with you?
- Do you really understand your ideal guest and are you delivering on a value proposition that will make them want to come back!
Like managing your career – you need to manage the visitor experience!
