Did you ever wonder what it felt like to always be treated like a VIP?
Imagine you’re a VIP in a scenario you have encountered on your last vacation or business trip. It starts with you jumping online to check out the availability with your favorite hotel company at your targeted destination. While you are checking out the property, the company website recognizes you and your preferred customer status, remembers you like a corner non-smoking room, and extends you an offer of an additional 10% off because of your long-standing loyalty. Before booking the room, you want to check a few details about the property, so you make a call to the company’s customer service department. The associate on the phone greets you by name, and she knows about your room preferences and the 10% offer you’ve already been extended. She answers your questions about the property, puts the booking through for you with the discount applied. Fast forward to the day of your arrival: When you walk into the property to check-in, the property’s digital ecosystem sees you and alerts the front desk to your arrival. The staff greets you by name, assures you your corner room is ready, and offers to make you VIP reservations at the hotel restaurant, complete with two complimentary drink vouchers. When you arrive to your room, there is a handwritten card from management, welcoming you. Finally, after unwinding in the lounge you receive an offer for dinner that evening at the Hotels best restaurant.
Sound too good to be true? Not in the least. This version of great customer experience within the guest journey can be achieved today – and with the right customer engagement solution, it can be achieved without spending a ton of money. The solution is to create an empowered ecosystem, tailored for the hospitality industry, that governs the entire customer experience — from booking, to arrival, to time spent at your destination (both on the property and off), to departure. This completely immersive guest experience can be realized through the implementation of a consumer focused, purpose built Connected Customer Engagement solution, one that powers the entire ecosystem from booking websites, to travel communities and the hotels, restaurants and activities that fall in-between all working together to create an immersive experience for you the customer.
Engagement Score Defines VIPs
Every guest’s journey is made up of each touch point a guest has with a brand or property. A Connected Customer Engagement platform uniquely identifies each customer at every touch point and attributes each interaction – both digital and human – in real time and scores them by to the frequency and importance. The ENGAGEcx Engagement Score extends current loyalty solutions by providing insights into how your best customers engage. So, the higher the score, the more engaged the customer. By recognizing and scoring behavior at each touchpoint, a company can begin to put together a more detailed profile of each guest.
Engagement Score as a Performance Index
The Engagement Score also provides the baseline to measure the impact of guest experience on performance across key digital and physical dimensions and it unites the company or property around one common objective: maximizing guest experience. The Engagement Score provides the ability to understand and recognize how guest experience investments are truly impacting financial performance. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle.
A Connected Customer Engagement solution like ENGAGE.cx can make the implementation of the holistic Engagement Score an affordable reality. ENGAGE.cx cleanly sits atop your existing infrastructure doesn’t disrupt any existing business systems or processes, in order to provide companies with one cohesive view of their guest behavior. ENGAGE.cx finally delivers on the full promise that CX has been striving for in the hospitality industry. To see how ENGAGE.cx can help facilitate creating stronger relationships with your guests, contact Engage.cx today.