Excellent customer service is the key to any successful business, but it can be difficult to know where to start when trying to improve your customer service practices.
NB: This is an article from iVvy
Luckily, data-driven strategies can give you a concrete foundation on which to build a superior customer experience. Here are four of the most effective ways data-driven strategies can help you improve the customer experience at your hotel.
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1. Understand Your Customers’ Needs and Wants
When it comes to understanding customer needs and wants, businesses need to collect as much data as possible in order to make accurate assumptions and create data-driven strategies. Data can be collected through surveys, interviews, focus groups, and observation.
The type of data that needs to be collected will depend on the business and the product or service being offered. However, there are some general types of data that should be collected in most cases:
| Demographic information | Behavioural information | Attitudinal information |
| This includes data about customers’ age, gender, marital status, income level, education level, etc. This information can help businesses understand the types of people most likely to purchase their product or service. | This includes data about how customers behave when they interact with a business’s product or service. For example, what features do they use most often? What do they like/dislike about the product? This information can help businesses understand what aspects of their product or service need improvement. | This includes data about customers’ feelings towards a business and its products/services. For example, how loyal are they? How likely are they to recommend the product/service to others? This information can help businesses determine a customer’s satisfaction with your venue. |
2. Personalise the Guest Experience
When travelling, people want to feel like they are at home. This means having a sense of familiarity in an unfamiliar place. Hotels can personalise guest experiences by implementing small changes which make guests feel comfortable and welcome.
One way hotels can achieve this is by providing customised welcome messages. This could be as simple as having the name of the guest printed on a card and left on the bed, or a more elaborate gesture such as preparing a special meal or arranging for flowers to be delivered to the room for a special occasion, such as a birthday or anniversary.
Another way to personalise guest experiences is by allowing guests to choose their own room temperature and lighting levels. This gives them a sense of control over their environment and makes them feel more relaxed and comfortable.
