Hospitality, tourism and leisure are key areas of focus for us here at Customerwise. Our clients include Holiday Parks, visitor attractions and other entertainment and leisure businesses
We’re breaking new ground in providing in-depth, reliable management information (and results-focused consultancy services) to these industries.
Our work with clients has historically focused on in-depth Mystery Shopping services (including Video Mystery Shopping) and detailed Customer Experience studies.
Increasingly, though (and as of 2024), we are implementing revolutionary solutions that include a combination of in-moment customer feedback (for a constant flow of reliable feedback) and Mystery Shopping (for unparalleled detail).
Although it’s clear that real guests and visitors don’t carry clipboards (or an assessor’s mindset), they carry electronic devices and will use them (potentially in very positive or in less positive ways for your business). Although customers don’t assess their experiences rationally or forensically, small details can and do disproportionately affect customer perceptions. Customers won’t hesitate to share those perceptions (balanced and fair or not).
Different things can and do push different people’s “hot buttons”. There is no room for complacency in any area.
Also, recognising the importance of first impressions and the “peak-end effect,” we believe that businesses must find as many ways as possible to truly delight their customers and ensure that those “memorable highs” are as high as possible.
Creating consistently great customer experiences is surely the core of a winning strategy for all hospitality, tourism and leisure businesses.
Ongoing, in-moment customer feedback, paired with regular Mystery Shopping, is an unbeatable combination for helping these businesses maximise positive customer experiences, minimise negative ones, and improve overall performance.
When working with a client, we aim to do three things:
- Highlight areas of potential disappointment to visitors or guests so these can be addressed and / or
- Highlight opportunities to further improve the visitor or guest experience (to “wow” customers), thereby improving perceptions, customer satisfaction, and loyalty.
- Find ways, where possible, to improve primary (e.g. through lead conversions and average order/booking values) and/or secondary spend.
Our reports and dashboards contain reliable, useful, and actionable information, which we combine (when required) with advice and support.
Clients consistently tell us that our feedback and advice are the best they’ve experienced.
We take an individual approach to each client’s business.
A Mystery Shopping programme (and an in-moment customer feedback programme) can positively affect customer service standards simply through increased focus on the part of staff. This, in turn, can increase customer satisfaction levels along with dwell times, spend per head, repeat visits, add-on sales (such as memberships), and more positive online reviews.
But beyond merely reminding front-line staff that every interaction matters, the management information within the reports is priceless for helping businesses make real improvements to customer satisfaction and business performance.
If you own or help to manage a hospitality, leisure or tourism business, please get in touch for an informal initial chat (with no obligation) about your business.