BOOST IN-CLUB EXPERIENCE WITH 10 PROVEN TIPS FROM traCXio
What does increased market share, employee satisfaction, department-level profitability and genuine brand affinity all have in common? All are demonstratable outputs of a robust in-Club Customer Experience (CX) strategy.
With 10+ years working to enhance CX across the Club hospitality industries, these are traCXio’s top ten tips to deliver a more consistent in-Club Customer Experience.
- Be systematic in ensuring Standard Operating Procedures (SOPs) are living, breathing documents. Regular reviews, employee involvement, and modern training tools will deliver this.
- Employees are your front line, use service design to plot the employee journey. Just as you would a customer, identify pain points and opportunities for employees.
- Commit to cross-team collaboration to unlock a seamless experience. Garner various perspectives to ensure all elements of the service process are aligned and optimized.
- Be like Disney, capture the minute detail of the journey. Understand segments, chart touch points and micro-journeys.
- Integrate technology. Use simple customer journey mapping tools to identify pain points, create customer centricity, and an input for your VoC.
- Personalise communications. Using a customer’s name in an email or SMS is not personalisation. Know your customer to create brand affinity.
- Empower key staff to deliver real-time corrective coaching. Focus on high impact touchpoints, train your coaches, have SOPs accessible at the critical time.
- Link employee appraisals to service goals. Rate your employees against the touchpoint they execute for the customer.
- Value HR’s role in enhancing CX. Empower HR to recruit strategically and implement customer- centric staff development programs.
- Be confident you can overcome challenges. Departmental misalignment, poor customer feedback and low resource allocation are roadblocks worth busting.
A bonus tip: Progress over Perfection. As a Club executive, you know the consistent delivery of great service is important, and many Clubs recognise this in their annual company strategy review. Developing and implementing a robust in-Club CX strategy can be tough, just make a start.
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.
Click here to learn more about creating a more systematic approach to enhancing in-Club experiences for members and guests.
