CUSTOMER JOURNEY MAPPING WORKSHOP

Travelling Mystery Guest

Travelling Mystery Guest (Pty) Ltd

Knowing your customer’s expectations is a difficult task. Often it seems almost impossible. It’s very rare to find two customers whose expectations are exactly the same. Still, there are certain expectations that are inherent to a customer’s experience, which is why a customer journey map is so ideal!

A customer journey map helps you to:

  • Think like a customer
  • Get to know the different customers
  • Understand the importance of interlinked departments
  • Look at things from both sides
  • Identify gaps in the customer’s experience
  • Fix the gaps in the customer’s experience
  • Identify additional ways to improve the customer’s experience
  • Stay on your toes
  • Motivate line staff

We offer customer journey mapping workshops all over South Africa (and even abroad) to assist hotels, guesthouses and restaurants to improve their customers’ journeys through your destination.

Interested? Contact us on (+27)82 336 1562 / enquire@travellingmystery.co.za and we’ll come to you!

Knowledge is Power

“Knowledge is power only if man knows what facts not to bother with.” Robert Staughton Lynd.

True hospitality can only take place when you know and understand the unique expectations of each potential and existing guest, and how to exceed those expectations. Doing this requires knowledge of your customers: their wants, their needs, their preferences as well as how their expectations change. In the fast paced hospitality and tourism industries, this change happens constantly. Once you know these things, you will be able to focus your sales and marketing efforts on certain critical areas.

Knowing your customer” means gathering important information about your customers and using this information to keep your customers fixed to your brand. Knowing your customer can add value to almost every aspect of your organisation. In the hospitality industry, specifically, this knowledge carries immense power. Managers can use customer knowledge to ensure the atmosphere and ambiance is relaxing, waiters can use customer knowledge to know which dishes to recommend to their customers and chefs can use the information to assist in menu and recipe developing. This makes customer knowledge the most powerful of all information that an organisation can accumulate.

Unfortunately, there is no such thing as a typical customer, and all customers do not aggregate in order to announce what all of them want. In many cases, the customer might not even be aware of what he/she wants. Therefore, the first step in getting to know your customer is to start developing a database which collects and records useful information about them, such as birthdays, anniversaries, special requests, important dietary requirements, basically any pattern that might be significant, so that you will be able to tell your customer what he/she wants and needs. Once you have this knowledge, you can further use it to get full clarity on your value proposition.

Do you have the power of understanding your customer? A few helpful questions:

  • Why are customers interested in visiting your business?
  • Which needs are they trying to satisfy?
  • Why are customers going to your competitors?
  • How are your customers’ behaviour and needs changing?

Each question should represent an opportunity for you and your destination. If you have the knowledge about your customers’ behaviour and needs, you should know how to deliver a valuable and memorable product and/service.

We all know the saying “knowledge is power” and it has never rung truer. Businesses that can and are willing to meet expectations with true hospitality by means of customer knowledge will have the power to form lasting relationships with their customers, which in turn will transform customers into lifelong guests, giving you competitive advantage.

©Esrida Brits