As we approach the fourth quarter 2010, change is the only constant -

Retail Store Operators will try to engage a skittish patron during the upcoming Holiday Season; restaurants attempt to rebound from heavy discounting and increased costs; Lodging Operators, doing more with less, struggle for differentiation and market posture; Health Care Providers are still translating new legislation (Subscribers are nervous); and Gaming companies watch the impact of On-line casinos and competition for the entertainment dollar (reduced visits and spends).

The Best of Times, the Worst of Times, certainly Tough Times. It cannot be business as usual, and your Customer is the key to business prosperity. That is the challenge, isn't it — focusing upon your Customer, what makes you Distinct, how do you Promote that differentiation and how do you Assess your success?

Distinction: It starts with your story, your passion and how you elect to narrate that. Your audience is tired of the same old stuff. The mood has changed, and they are very savvy — treat them to value, honesty and authenticity. Blend your story with their good sense and Feedback, establishing dynamic standards which drive your performance and excellence through QA and Mystery Shops.

Marketing: The communication options are plentiful, and each audience has its favorites: mobile, e-mails, traditional print, news feeds, etc. Of course, the best is still word of mouth. Do your research and create the "buzz", recognizing that Mobile Marketing is definitely hot, inexpensive and transformative.

Assessment: Your Guests and Customers are the constant. They have opinions, memories and dreams (all Feedback) — listen, learn and fold them into your family. Tap into their energy and interest through automated surveys; they are wired, so use their channels. Your Fans want you to succeed. Their response (and return business) is the only measurement that counts.

Call upon us for solutions!

I was recently interviewed for my take on the Customer Experience. You may find some ideas, wrapped around innovation, data and communication. Click on the link above, then the audio. Happy listening:

www.hotelmarketingstrategies.com/personalized-guest-experience-tips-john-hendrie

Conclusion

Our Customers have high expectations, and we must continue to strive to meet those demands and create a memorable Experience. Hospitality Performance, a full service Management consultancy, specializing in the Customer Experience (with a touch of Hospitality), can help you chart the way — call on us.

email: jrhendrie@gmail.com
phone: 978-346-4387
www.hospitalityperformance.com