Guest Journey Mapping to enhance customer experience

Customers are important for the business. 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

1. Discovery stage (before sale/booking)
2. Booking Stage or inquiry stage
3. Service delivery stage (arrival to the hotel stage and inhouse experience)
4. Check out the experience and billing stage.
5. 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.