Advice and Resources for the Hospitality Industry

  • your spa - guest experience audit

    Why a guest experience audit can improve your spa

    By on August 23, 2016

    It’s important to look past what you may think clients are expecting when they come to your spa and exceed those expectations by delivering on the guest experience and more. If your customer service standards are underwhelming, it can hurt your business in the long run and prevent you from having a steady set of returning customers. Creating a guest experience

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  • customer satisfaction with touch points

    Improving customer satisfaction with touch points

    By on August 18, 2016

    Customer touch points are your brand’s points of customer contact from start to finish. Identifying these points of contact is important so that you can make sure your customers are satisfied every step of the way. Restaurants only have one opportunity to make a good first impression on a new customer and these different touch points can be the reason why

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  • 5 ways to gain effective customer feedback

    By on August 12, 2016

    Although there’s plenty of ways to evaluate how you’re doing in the market, having insight from your customers is one of the best ways to get a feel for what you are and aren’t doing right when it comes to the customer’s experience. Analytics and data can provide you with insights into the market and what your customers are expecting,

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  • competition and secret shopper audit

    Using a secret shopper audit for competitor analysis

    By on July 29, 2016

    In the forever-changing business environment of today, it pays to keep an eye on what your competitors are up to. Competitor analysis is a great way to better understand the external environment that you’re always trying to stay one step ahead of. Using a secret shopper audit to analyze your business is an effective way to get details about not

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  • reduce customer churning with mystery shopping

    Reduce your customer churn rate with mystery shopping

    By on July 25, 2016

    Most businesses want to attract new customers but forget that the bigger win, in the long run, is keeping the ones you already have. Your customer churn rate has a direct impact on your customer’s lifetime value and the ability to grow your business. Say your customer churn rate is around the same percentage as the amount of business you’re

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