5 TIPS FOR CREATING AN IN-CLUB CX STRATEGY

Does your Club’s Strategic plan talk about customer service as being important? Does your Club unpack this strategic imperative and articulate a Customer Experience strategy that is actionable and accountable? Is your in-Club Customer Experience built upon a series of ad hoc training programs with little measurable outcome?

With 10+ years working to enhance CX across the hospitality industry, we observe that an overwhelming majority of Clubs fail to create an in-Venue CX Strategy, even though CX is routinely flagged in the Clubs Strategic plan!

Below are five high-impact tips for building an in-Club Customer Experience Strategy.

1. Articulate your winning CX aspiration. Craft a memorable CX vision that is easily recalled by staff.
2. Define where you will excel. Being all to everyone, all of the time, is tough. Understand what elements of your Service Design makes you stand out. Is it personal service, technology, reliability or grandeur?
3. Breathe life into your CX tenets. Identify the most important attributes you want to see in your staff culture and invest energy and time to develop.
4. Develop must have capabilities. Just as tenets represents your beliefs, must have capabilities defines what your Club is really good at.
5. Build Management systems that support the above 4 pursuits. Popular management systems of high performing CX businesses include:
   1. Segment based customer journey mapping.
   2. Real time corrective coaching.
   3. Standard Operating Procedures that are living and breathing.
   4. Company-Wide Employee Celebration.
   5. Strategic Recruitment and Onboarding.
   6. Bottom-Up Continuous Improvement.
   7. Clearly Communicated Standards.

 

For more than a decade, traCXio has been working with Clubs, Casinos, Resorts and Hotels to implement CX solutions to increase market share, decrease operating cost and grow revenue. traCXio is an online platform that guides service-rich businesses to implement an in-Club CX strategy and CX implementation plan.

A bonus tip: Progress over Perfection. Building and implementing a strategy of any nature is challenging. Creating an actionable CX strategy, regardless of the level of detail, is a source of intellectual property …. just make a start.

Click here to learn more about creating a more systematic approach to a successful in-Club CX strategy.

 

You’re invited! to our complimentary webinar on ‘In-Club CX Strategy in Action’.

Details:
When: November 27^th, 2024  |  11AM AEDT
Duration: 50 minutes

Where: Online

Price: Complimentary
Register now: Click here