According to latest survey insights, close to 32% of Gen Z customers say ‘They’ll walk away from a brand they love after just one bad experience” – A reminder that customer experience (CX) needs to be at the top of mind at all times and has never been more vital.
It can be provocative to label customers as picky or impatient, but there is proven research on what happens to customers on a neurological level when they are forced to deal with situations. Businesses should understand that the hard wiring of customer’s brains and their neurological desire for flow and ease are part of their expectations. Its either businesses adapt to this research or risk losing customer base to competition. Let’snot forget, customer experience equals expectations which in turn means business.
The industrial revolution has brought about changes in how businesses operate. Be it the first industrial revolution in the 1700s where steam was at the top of things to now, the 4th Industrial revolution with the power of Intelligence being the key aspect. What has changed throughout the years is how customers connect to a brand and react to purchases. With Gen Z coming in as a lucrative target market audience, CX has never been more vital than ever before.
Gen Z is all about innovations and intelligence, never do they fail to surprise businesses with their wants. Gone are the days when Gen X used to communicate face to face or via telephone with brands complaining about what went wrong or Millenniums (Gen Y) complaining about their hassles through emails. With all the technologies in place, Gen Z ensures they get what they aim for and are not reluctant to change their brand.
Denne historien er fra November - December 2019-utgaven av Hotel Business Review.
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Denne historien er fra November - December 2019-utgaven av Hotel Business Review.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
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"Leadership is not a License to do Less, it is a Responsibility to do More"
Amit Kumar Sharma is a seasoned hotelier with a career spanning 23 years. A graduate from IHM Lucknow, he began his career with Grand Hyatt, Delhi as a pre-opening team member from where he developed deep interest into the fast-paced career of Food & Beverage operations & management.
Fortunes Hotels Opens New Properties
The group announced the launch of Fortune Beach Resort ECR Chennai. Situated in the bustling, breezy East Coast Road (ECR), the upscale resort set against the serene backdrop of the majestic sea connects the cultural richness of Chennai with the picturesque landscapes of Puducherry, Mahabalipuram, and beyond.
Small Luxury Hotels Partner with The MRS Group Of Hotels
Small Luxury Hotels of the World (SLH) announced its expansion into the Indian subcontinent through a strategic partnership with The MRS Group of Hotels.
IHE 2024
Concludes With Setting Higher Goals
Housekeeping in Hotel Public Spaces
The work of the housekeeping department of any hotel or motel is the most unseen, but the most needed in many ways.
Redefining The Art Of Luxury Hospitality
Sheraton Grand Bengaluru Whitefield Hotel Convention Center
Training & Retaining Workforce for Hotel's Success
Success of a hotel depends on the manpower. Staff, from the receptionist, who is the first step of the guest towards his hospitality during the stay, to the attendant who handles his luggage during his departure, help in the guest being attracted by the property and compelling him to stay at the same hotel on his future trips to the destination. The employees, it may be said, are the backbone or the mainstay for a hotel's success.
Weddings: Increasing Hotel Revenue
The trend of wedding ceremonies and receptions being conducted in hotels has been increasing over the years. The eat, drink and be married” now has a tag attached to it, which is in hotels”. The result is that not only destination weddings but wedding, in general, are contributing to the hotel’s revenue in a great measure. The saying Marriages are made in heaven” now has an attached segment But expenses are borne onearth”. Hotels and resorts have been proving an attractive venue as compared to the other sites, like halls, for people of all categories. Ashok Malkani takes a look at the facilities and other plus points offered by hotels.
Heritage Hotels Heirlooms of Indian Tourism
A trip to the past in the modern world has a timeless appeal for travellers who are keen to immerse themselves in the cultural history of the destination by staying at a historic hotel itself.
A Tranquil Paradise! Radisson Hotel Jass Khajuraho
Sprawling in six acres in the midst of the vast open countryside with gentle undulating landscape and clean, fresh unpolluted air, Radisson Hotel Jass Khajuraho is a perfect union of classic design with subtle elegance.
