In a recent article published on HospitalityNet, they highlighted the importance of customer experience. The article states that with the rise of online review sites and social media, the customer experience has become increasingly important for hotels and other hospitality businesses. We could not agree with more!

One of the key takeaways was the idea that customer experience can make or break a business in the hospitality industry. A positive customer experience can lead to repeat business, word-of-mouth referrals, and a strong reputation, while a negative experience can have the opposite effect. This is why you should always be checking your online reputation!

The article also emphasized the need for hotels and other hospitality businesses to continuously gather feedback from their customers in order to understand and improve the customer experience. This can be done through various means, such as online surveys, social media monitoring, and in-person interactions with guests.

In addition to gathering feedback, the article emphasized the importance of using that feedback to make tangible changes to the business. This could include making changes to the physical space, updating policies, or providing additional amenities and services. Can you remember the last change you made? Could it be time for an update?

The customer experience is crucial not just in the hospitality industry but for all businesses, and we must prioritize it in order to succeed. As we have always known, it is clear that hotels and other businesses that prioritize the customer experience will be better equipped to attract and retain customers in the long run.