Magic News
October
The Edito
October
What if the Wow effect was not about great means, but about the ability to see each customer as unique?
This month, we explore the power of personalized attentions: a giraffe that extends its holidays to make a child smile, receptions tailored to the needs of each traveller and teams whose commitment is reflected directly in customer satisfaction.
Because one hotel has a thousand different stories, our greatest success is to create an experience that looks like each of our guests.
Good reading to everyone!
🌡️THE QUALITY
🔎 ZOOM ON...
A giraffe on vacation at Ritz-Carlton?
The inspiration of the month!
A child forgets his favorite plush, Josh the giraffeIn a hotel. To reassure him, his father explained that Josh had simply decided to extend his stay. The hotel team seizes the opportunity: photo shoot at the pool, spa, kitchen and even with security!
A few days later, the child receives his giraffe... accompanied by his VIP holiday album.
Lesson? Effect Wow. doesn't necessarily cost more. Sometimes it is enough to have a little imagination, attention and a sincere desire to make a customer smile.
THE MAGIC SUBJECTS
INSPIRATION - Best practices
To every customer, his welcome!
The same hotel, but not the same expectations!
Solo, corporate, couple or family: each comes with its own needs. And to create the Wow effect, you don't need to do more: you have to do it right.
Solo traveler – Fluidity
He wants everything to be simple.
The right reflex: a quick and clear check-in.
The + key: observe his desire to exchange... or tranquillity.
Corporate – Efficacy
Every minute counts.
The right reflex: Wi-Fi, invoice and convenient information accessible immediately.
The + key: anticipate what can save her time.
Couple – The parenthesis
He also comes looking for an atmosphere.
The right reflex: slow the pace and customize the welcome.
The + key: share a good address, a walk or a spot to discover together.
Family – Anticipation
Less stress for parents = a stay that starts well!
The right reflex: go to the essentials from the moment of arrival.
The + key: anticipate the needs of children according to their age.
The secret? Adapt your welcome without losing your personality. Because a memorable stay often starts with a small detail that shows the client: « We understand you here. »
TESTIMONIAL
François Deram
Director Customer Experience
What is your vision of the customer experience for LHG this year?
What is the cMost strategic CX haunter in progress?
What is-what would you like every hotel to consider as a simple and actionable priority?
Do you have a recent success that illustrates the impact of the work Experience Client?
What should this newsletter bring to teams?
THIS MONTH
A week of high quality activities!
On the programme we propose:
- Kahoot Quality on brand standards, audits, reputation and customer experience.
- IPSOS autodiagnostic performed as a team to train on evaluation criteria.
- Challenge « Look for error » to identify quality differences in the establishment.
- Monitoring of quality indicators: TrustYou, CXP and e-reputation scores.
- Highlighting positive customer reviews to value the team's successes.
- Analysis of a customer opinion to be improved in order to identify good practices to be adopted.
- Operational situations: reception, departure, specific request and claim management.
- Quality ideas box to bring out concrete actions of improvement.
- Quality Closing Time: Sharing results, successes and commitments for the future.
Share your initiatives
Good practice works in your hotel? Propose a topic or participate in a next interview.
