The one thing brands that deliver a consistent happy customer experience have in common; they all practice an important principle that Happy Employees leads to Happy Customers.
Most hoteliers would agree that a key to a company’s success is an ongoing stream of happy customers, willing to pay for the Hotels goods and services.
Data and research shows us that;
- Happy employees are 31% more productive and three times more creative than unhappy employees
- Happy employees have led to a 12% increase in Hotels profitability while unhappy employees have proved 10% less productive
- Hotel with a positive engagement culture have 24% less turnover
- Employees that are engaged in a positive culture consistently show up to work and have a greater commitment to quality and safety
The key to achieving happy customer experiences, as in customers who want to do business with your Hotel, again and again, is to focus on happy employee experiences first.
How Social Media impact Customer Experience
Social Media allows your Hotel customers and the guest to live their lives in the micro-moments. Your Hotel’s primary job is to create a Hotel Social Media Framework that identifies ‘what’s important now’ for the customer or the guest.
Hotels today need to start to focus on shift their culture towards an engagement culture that includes everyone that will impact the customer experience.
Highly engaged Hotels share common philosophies and practices. Among other things:
- They know creating a culture of engagement starts at the top
- Their team are aligned in prioritizing engagement as a competitive, strategic point of differentiation
- They communicate openly and consistently
- They place the utmost importance on using the right metrics and on hiring and developing a great team
Highly engaged Hotels also hold their team accountable — not just for their team’s measured engagement level, but also for how it relates to their team’s overall performance. They ensure that managers are engaging employees from the first minute of their first day at work.
Shawn Anchor, the author of The Happiness Advantage, has found that the brain works much better when a person is feeling positive. At those times, individuals tend to be more creative and better at solving problems. And additional research has shown that when workers are happy they’re more effective collaborators working toward common goals.
In other words, relationships and mindfulness matter especially early on.
Social media provide the opportunity to connect with customers using richer media with greater reach.
Improving Customer Experience
Happiness, customer experience, and a Hotels Social Media Framework must focus on customer value optimization.
Measuring and identifying the important micro-moments of the customer journey is what Hotels should strive for.
Discover where the weak links are on your customer journey with a separate Customer Happiness Score® for each reference point.
Hotels that provide amazing service to every customer (internal and external) have a clear competitive advantage.
Not only can improving employee happiness and customer experience provide means of differentiating your Hotel, but good experiences also lead to greater customer and employee loyalty, satisfaction, and retention, and a better bottom line.
At Disney, their common purpose is the “North Star” that inspires Cast Members and guides them in how to go above and beyond when opportunities like t present themselves. Their one goal: create happiness.
The customer performance fulcrum moves when Hotels pay attention to the small things that will make a difference to the micro-moments.
We are in this together!
I need to let you all know that we are in on this together. If you need to vent, talk, cry, or just have some to talk with then I am here listening. Since I am working part-time at the local Kroger, I will to the best of my ability to work it out around my schedule.
But you can reach me here:
Also, join us at our Facebook Group – Hotel Social Media Community
We will get through this unprecedented event together! #hotelstrong #hospitalitystrong
We are starting to reopen some hotels again (Yay!!!). Make sure you follow their guidelines and say THANK YOU to those that now show a unique spirit to serve, and helps us all get through this!! #hotelstrong #hospitalitystrong
About Are Morch
Hi, I am Are Morch. Your Digital Marketing Coach and Customer Experience Expert that specializes in creating effective digital customer experience offer for hotels while growing and scale customer acquisition and revenue.