You have an amazing product or service but customer experience is lacking?
An extra smile would be welcome?
Guestology 2.0 gives you the tools to deliver on your promises by betting on a warm welcome. The 6 step approach shows you what you might already know but maybe not applying.
An extra smile would be welcome?
Guestology 2.0 gives you the tools to deliver on your promises by betting on a warm welcome. The 6 step approach shows you what you might already know but maybe not applying.
STEP 1The Frustration SolutionNot one organisation wants to offer bad service. There are only organisations who know how to do it and those who don't.
The first step allows you to asks the questions nobody dares to ask. To map out the pain points. The results set you on your way to long term solutions for an unique customer experience. Don't forget your team! The most important link in all of this. How are they feeling in all of this? This baseline survey shows you where we can focus on. > Once you discover what your customer don't like about your organisation, only then you are involved in customer experience! TOOLS AI-butler Mystery visits Baseline CX survey Management coaching |
STEP 2Value victory.Mission statement, values, credo and vision. Words that can mean everything or nothing. Mostly they are just gathering dust somewhere.
In this step something magically happens. We not only going to revisit your CX values, we are going to do something very powerful with them. In any case: everyone in the organisation will be aligned after this and they will always know how to react. In whatever situation, with whatever type of customer.. TOOLS: Priority charter Values bootcamp |
STEP 3
Warm welcome.
First impression are important, blablablabla... clichés everywhere. However, in customer experience there are no clichés. You have one chance. Not two. In the third step of Guestology 2.0 we show you how to organise your organisation for a warm welcome. Digital, physical or virtual, it doesn't matter. Based on your value victory, you can design a roadmap to welcome your clients on a personal level.
From time to time we neglect the work floor. The place where customers and the team come together. What is happening there and how can we add value to every interaction? For the customer and your team.
GUARANTEE
This will be the most concrete and pragmatic customer journey map you have ever seen..
TOOLS
MBWA map
Housekeeping manual
Welcome book (onboarding)
Beginners mind
From time to time we neglect the work floor. The place where customers and the team come together. What is happening there and how can we add value to every interaction? For the customer and your team.
GUARANTEE
This will be the most concrete and pragmatic customer journey map you have ever seen..
TOOLS
MBWA map
Housekeeping manual
Welcome book (onboarding)
Beginners mind
STEP 4Lasting language,
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STEP 5
Invisible presence.
Wouldn't it be amazing to offer your clients a service that is not pushy but mostly invisible? With the values, the welcome and the custom designed language, we now have some powerful tools in hand to give your customer an unforgettable experience.
TOOLS:
Training roadmap
CX design
Solutions room
Pause pride
Mobile front line inspiration
TOOLS:
Training roadmap
CX design
Solutions room
Pause pride
Mobile front line inspiration
STEP 6
Deep culture.
Did you know the highest belt in Judo is mostly white? Just like the beginner?
This means that everything goes in circles. Back to the beginning. Isn't it surprising almost no one thinks of doing that in customer service design?
Guestology 2.0 is designed to be infinite. To invoke a domino effect so that interactions are improved in every step. Continuously.
TOOLS:
3S: sharing, showing & storytelling
Hospitality boosters
Recurrent measurement
This means that everything goes in circles. Back to the beginning. Isn't it surprising almost no one thinks of doing that in customer service design?
Guestology 2.0 is designed to be infinite. To invoke a domino effect so that interactions are improved in every step. Continuously.
TOOLS:
3S: sharing, showing & storytelling
Hospitality boosters
Recurrent measurement