Business and Real Estate

This requires a high level of creativity and administrative simplicity, because the next time a similar situation, the traveler will be waiting to happen and here it is lost in surprise. It will require new tools implemented.

Identify and implement these small gestures or actions that will surprise the customer is what can generate a significant differentiators in the service. Some items to consider are:

Maintain a system, such as “The Voice of the Customer” through which to know in detail the expectations of customers. That may surprise you, consider generating their expectations met or exceeded, understand in as much detail as they value. You need to understand user behavior or customer, get in their shoes and understand that you can create a memorable experience.
Analysis of Competition. I can do with small gestures or actions to differentiate from my competitors. For example, some hotel chains in the United States are offering interesting details of its offer to Breakfast. For example, a day provides guests with a gourmet coffee or a nutritious snack to go, that is, surprise their customers with small details that generate recall and loyalty.
Delivery capability of the organization. This means that the company should consider these processes as isolated efforts of some employees, but as a business process standard and very well implemented. Improper handling of this type of strategy, instead of generating a positive customer feedback, you can achieve just the opposite. It is important to understand the implications of each such action and the ability of the organization to execute consistently.
Keep it simple. Simple things done well and can generate greater impact than complex and expensive things. Think simple but powerful things that generate recall and that the client can discuss them with their families, colleagues and friends.

This does not represent a comprehensive strategy for improving customer service by any means. They are simply recommendations on issues that, without being overly complex or expensive, can make a difference with their competitors and offer the greatest impact on customer loyalty programs and word of mouth.

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