Customer Journey Map - Guest Experience Enhancement Tool

How mapping customer journey helps enhance experience | key touch points in journey | learn from experts

What you'll learn
Customer journey map
Guest Experience
Hotel management
Hotel operations management
how to delight customers

Requirements
None, you will learn from basics

Description
Customers are important for the business. In current times businesses need to spend time and effort in enhancing the customer experience with the business which can lead to better customer loyalty.

Customer loyalty leads to better profitability since It is cheaper to sell existing customers compare to finding new customers.

In order to enhance customer experience with the business, we need to map their touchpoints with business related to

Discovery stage (before sale/booking)

Booking Stage or inquiry stage

Service delivery stage (arrival to the hotel stage and inhouse experience)

Check out the experience and billing stage.

Post sale experience i.e post departure experience,

In this course, we will explain the customer journey map with reference to the hotel. Though its very specific to the hotel, any industry can get benefitted from this as principals and processes remain the same.

The course is delivered by Mr. Sanjeev Nayar who is an expert in hospitality. he has led a hotel chain in India and has over 35 years of experience.

Who this course is for:
front office associates
food and beverage department
hotel management students
hotel managers
hotel owners

More Info