Make consistent 1% improvements

customer journey

Are you clear on where you need to focus on to improve conversions? What simple changes can be made to have a big impact on customer retention and revenue?

Recently I have been visiting lots of health clubs as mine is closing. Being a customer experience geek, I am always scoring each stage out of 5 and spotting improvement opportunities.

For example, not picking up the phone to make a booking. Not following-up…..

Where are your weak areas in your business and are you closing these gaps?

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But creating guest loyalty shouldn’t be the remit of just one person. Everyone should be involved. It’s not just about sending out emails with discounts, it’s about embedding ideas that make people remember your hotel and love it.