Part 1 of the our NEW Research Report is available today and reveals the true state of "The Customer Experience in the Hospitality Industry":
Some of the headlines include:
  • The Hospitality Sector Benchmark is 75.42% - 14.58% below the 90% target level.
  • 13% of businesses act as sector assassins - creating “hospitality detractors”
  • 34% of all experiences diminish future sales!
  • 30% of businesses have competitive advantage within their grasp. 
  • Personality is the weakest performing area for the Hospitality Sector Welcome, Warmth, Interest and Knowledge are of most concern
  • All areas are well below the 90% target that is required to assure recommendation
  • Think lifetime value!
  • The training isn't working!
  • The industry has a Net Promoter Score of 12.4 - another indication of guest ambivalence, unwillingness to recommend and competitive opportunity
You can get your copy of the report its FREE on request for all operators. Being average is not competitive advantage - it is standing still in a very competitive environment with everyone fighting for consumers disposable time and money. The report clearly illustrates the scale of the opportunity in 2012 and beyond. The hospitality industry is in the business of experiences and personality is key. The most cost effective marketing is to convert your guests into a sales team who share recommendations peer to peer. We know that focussing on the things that matter makes a demonstrable difference to the guests reflections of a visit and their willingness to recommend. Future blogs will consider specific aspects of the findings but if you can get your copy of the report by simply completing your details here or e mail me direct.