Guest Journey Mapping to enhance customer experience and delight in 2020
Customer service is important for all businesses and to the hotel business in particular. In current times businesses need to spend time and effort in enhancing the customer experience with the business which can lead to better customer loyalty.
Customer loyalty leads to better profitability since It is cheaper to sell existing customers compare to finding new customers. You can build better loyalty by enhancing the customer experience. Guest Journey mapping is one tool to achieve customer experience
In order to enhance customer experience with the business, we need to map their touchpoints with business related to
- Discovery stage (before sale/booking)
- Booking Stage or inquiry stage
- Service delivery stage (arrival to the hotel stage and inhouse experience)
- Check out the experience and billing stage.
- Post sale experience i.e post departure experience.
This exercise is called customer/guest journey mapping. In the guest journey map, all key touchpoints with customer and guests with the entity are mapped in order to identify how we are engaging with them to improve their experiences
In this course, we will explain the customer journey map with reference to the hotel. Though its very specific to the hotel, any industry can get benefitted from this as principals and processes remain the same.
The course is delivered by Mr. Sanjeev Nayar who is an expert in hospitality. he has led a hotel chain in India and has over 35 years of experience.
What you’ll learn in this course on the customer journey map
- Customer / Guest journey map
- Guest Experience
- Hotel management
- Hotel operations management
- how to delight customers
Are there any course requirements or prerequisites?
- None, you will learn from basics
Who this course is for:
- front office associates
- food and beverage department
- hotel management students
- hotel managers
- hotel owners
Check out other courses on customer engagement here