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What can hospitality learn about CX from other industries?

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A SlideShare that explores how industries such as retail and travel are perfecting the customer experience, and lessons that can be learnt in hospitality.

Publicada em: Software
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What can hospitality learn about CX from other industries?

  1. 1. What can hospitality learn about customer experience from other industries?
  2. 2. Exceptional food and drink is in the DNA of your business… …but it’s only part of the complete customer experience (CX)
  3. 3. Your customer’s experience is defined by every interaction with your brand CX is defined by the whole journey BOOKING EATING PAYING REVIEWING
  4. 4. CX is what will make – or break – your business
  5. 5. Customers expect a seamless, personalised experience… …otherwise they will go elsewhere
  6. 6. Your competitors already know this 75% of companies claim their top objective is to improve CX
  7. 7. Companies that excel at CX and personalisation grow revenues 6-10% above the market norm… …up to 66% faster than those who don’t 66%
  8. 8. CX will overtake price and product as the key brand differentiator by 2020
  9. 9. What are other industries doing… …and what can hospitality venues learn from them?
  10. 10. Retail Burberry Burberry staff use iPads on the shop floor to access key customer data. This information allows them to identify high value customers or those who need additional assistance
  11. 11. What can you learn from Burberry? Instant access to data about individuals allows customer-facing staff to provide a more personalised service
  12. 12. Retail Jet.com Ecommerce vendor Jet. com: Invested heavily in CX Implemented a program of continuous improvement for CX
  13. 13. What can you learn from Jet.com? Realised 20% operational cost savings Saw an 8% increase in customer spend Business sold to Walmart for $3bn 20% 8% $3bn
  14. 14. Retail intu Order & Pay technology is gaining traction in shopping centres Benefits include a typical 5% uplift per site Recover some of the £1.3 billion that’s lost every year in the UK due to queuing 5%
  15. 15. Travel Delta Airlines Cabin crew supplied with handheld devices, providing instant access to customer data Frequent flyers can be identified in seconds
  16. 16. What can you learn from Delta Airlines? Again, timely access to customer data at ‘moments of truth’ is crucial to personalising experiences and building loyalty
  17. 17. Travel of travellers want personalised offers of travellers book trips on their mobile devices – in bed 86% 27%
  18. 18. What can you learn from the travel industry? Mobile access to data simplifies personalisation You must make your services available on mobile 24/7 – it’s what your customers want
  19. 19. Financial Services people in the UK now use mobile apps to bank online Mobile banking has exploded in popularity: Mobile users logged in 5.5bn times during 2017 More than half use mobile banking apps to pay bills 5.5bn22m
  20. 20. What can you learn from the finance industry? Mobile offers 24x7x365 convenience to customers Customers are increasingly willing to carry out transactions using their mobiles Automated booking widgets and telephone booking systems offer multi-channel options to customers Mobile apps and online channels provide an opportunity to upsell or cross-sell other products and services such as gift cards, experience packages and more...
  21. 21. Conclusion Many other industries recognise the importance of CX, and hospitality can learn much about finding new ways to offer convenience, flexibility, and personalised experiences. But there’s no need to start from scratch.
  22. 22. Zonal’s range of industry-specific tech can help you enhance your hospitality venue’s CX and get ahead of the competition. From round the-clock booking options to smart loyalty schemes – all integrated with an intelligent EPoS system. Zonal has the tools to ensure you deliver an outstanding CX that keeps your customers coming back time and time again.
  23. 23. Key takeaways Smart, integrated technology can deliver more efficient operations and bigger profits There are significant financial benefits to improving CX – don’t waste them Mobile data access is critical to improve in-venue service to customers Customers want to do more with their mobile devices – and you should capitalise on that fact Customers want personalised services – in fact, they expect it
  24. 24. Learn more about how you can serve up an outstanding CX in your venue by downloading our special eGuide. GET YOUR EGUIDE NOW