Customer experience is the one the great frontiers for future.

The frontrunner will be those who are able to connect both at functional and emotional level to customers and are able to offer products and services are around it.

The ultimate competitive advantage will be ability to learn, and translate that learning into action rapidly and stay on top of customer satisfaction.

Create the process of co creation by helping customers create their own experiences. Involve them in what they want in terms of services and customer support, reservation systems and everything along the length and breadth of business cycle.

Customizing the services along the need, wants and desires of customers will make them willing to pay higher and will form an emotional linkage to their stay at your hotel.



Building great customer experiences is a complex process, involving strategy, integration of systems, orchestrating business models, brand management and management commitment.

The importance of great customer experiences and the best way to deliver them starts with customer. Customer is the beginning and customer is the end. It is a value creation bell shape curve and the fun is making sure staying on the top of the curve.

Jerome Cedicci is a renowned real estate and hotel developer in USA. Robin C. Trehan is a specialist in M&A. They can be reached at www.tafunds.com