Designing The Guest Experience

Some Questions to Be Considered when It Comes to Design a Positive Customer Experience - By Osvaldo Torres Cruz

It is well known the differentiating value of a positive experience, that remains in the customer's mind as a unique and indelible memory. It is a decisive factor that catalyzes the need to share the experience with others and represents the best promotion that a company can have.

HTrends It is, without a doubt, a fact that the best way to position a company in the market sector to which offers products and associated services is by designing positive experiences for their customers.

It is well known the differentiating value of a positive experience, that remains in the customer's mind as a unique and indelible memory. It is a decisive factor that catalyzes the need to share the experience with others and represents the best promotion that a company can have.

On this occasion I want to share with you some questions that I find essential to consider at the time to interact with our customers:

1- What is the client with whom I'm interacting?

The answer to this fundamental question is simple: is first and foremost a human being like ourselves, a condition that compels us to treat him the same way we would want to be treated: with respect, kindness, humanity and genuine interest.

At the same time we must consider that the way the customer thinks about how we take care of him generates different emotions that will determine his behavior towards us: positive emotions that will facilitate their approaching and cooperation, or negative emotions that will cause behaviors opposed to our interests.

2- Why the client comes to me?

All our clients come to us due to a lack or necessity, which can only be satisfied through our management. Considering that every need or shortage generates to the body some sort of state of emotional imbalance, we can better understand how the customer feels, put ourselves in his place and handle the issue in the best possible way to guarantee that the customer comes back to his better emotional balance.

3- What do I represent for the customer?

As I mentioned in the answer to the previous question 2, the customer sees to us like the only way to satisfy the deficiency that upsets him and keeps him away from his welfare. He believes that we are the managers of his own balance.

In the customer’s eyes, we represent the best way to attain their ambitions and desires. Once satisfied through our administration, in their minds we become into actual heroes, thus developing their confidence, commitment and lasting loyalty.

4- What does the customer represent for me?

Not by being the last one, this question is less important than the previous ones. If I were asked to give a response, I would say: "The customer represents the best way to reach our fulfillment in life, for there is nothing more rewarding than being the manager of the happiness of others." 

Osvaldo Torres Cruz
Hotel Butler
Consultant trainer on Experiential Hospitality
www.hotelguestexperience.com
hotelps@gmail.com



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