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Key Takeaways
- Prioritising Customer Experience: Crucial for businesses to remain competitive and relevant in the long term.
- Empowering Frontline Staff: Training and clear communication of the company’s vision enhance intuitive service delivery.
- Engaging Staff for Better Outcomes: Companies that engage their staff contribute to improved customer experiences and better employee retention.
- Importance of Observation: Staff in hospitality can significantly improve guest interactions and personalise service through strong observational skills.
- Onboarding with Warmth and Vision: Onboarding should focus on warmth, sharing the company vision, and integrating new team members, rather than solely on administrative tasks.
- Accommodating Multi-Generational Engagement: Thoughtful design is necessary to cater to a diverse clientele across generations.
- Small Gestures Enhance Experience: Providing simple touches like flavoured water or ensuring clean restrooms can enhance customer satisfaction without significant costs.
- First Impressions Matter: Cleanliness, organisation, and a welcoming environment are essential for setting the right tone from the outset.
- Scene Setting for Positive Interactions: Creating a welcoming environment from entry to exit is vital for positive customer interactions.
- Effective Systems Drive Satisfaction: Streamlined systems and procedures are key to operational efficiency and customer satisfaction.
- Local Awareness Enhances Connections: Sharing local knowledge with customers deepens relationships and elevates service delivery.
- Innovative Engagement on a Budget: Creativity in customer engagement does not require a large budget—simple improvements can make a big impact.
Key Statistics
- Generation Alpha: Expected to reach 2 billion individuals globally by the end of 2023.
- Industry Experience: Over 30 years of hospitality experience is critical for successful customer engagement.
Key Discussion Points
- Customer Experience as a Differentiator: A crucial factor in business longevity and success.
- Hospitality as a Skill Development Area: The hospitality industry employs many young people, making it a significant area for foundational career development.
- Flexibility in Work Hours: Attracts students and early job seekers to hospitality roles.
- Storytelling Enhances Engagement: Effective storytelling about products boosts employee confidence and service quality.
- Observation and Responsiveness: Frontline staff should be skilled in picking up customer cues for better service.
- Onboarding Influences Employee Morale: A good onboarding process can directly impact employee morale and client retention.
- Designing for Inclusivity: Catering to all age demographics fosters inclusivity and enhances satisfaction.
- Small Touches Improve Customer Journey: Simple elements like accessible refreshments can improve the overall experience.
- Cleanliness and Aesthetics Matter: Maintaining a clean and aesthetically pleasing environment is key to creating positive customer impressions.
- Recognising Staff Increases Morale: Recognition encourages better morale and fosters stronger customer relationships.
- Training for Simple Tasks: Training should focus on attention to overlooked, basic tasks in daily operations.
- Restroom Amenities Influence Perceptions: Small improvements, such as maintaining proper restroom amenities, significantly affect customer perceptions.
Podcast Description
In this episode of CX Passport, host Rick Dem engages with customer experience expert Michelle Pasco to explore the nuances of hospitality and customer service. With over three decades of experience, Michelle shares her insights on building effective customer experiences through thoughtful employee engagement and operational design. The discussion covers the importance of setting the right scene for customer interactions, the value of empowering frontline staff, and strategies for engaging a multi-generational audience. This podcast is a valuable resource for leaders seeking to elevate customer experience within their organisations.
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