How do you define customer experience — and, more importantly, how do you create the best customer experience model?
I started wondering about both concepts while working on an assignment to increase sales from the digital channel of a hospitality giant.
It seems like everyone is interested in the idea of “great customer experiences." But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the "Customer Experience."
My suggestion: Divide the customer experience into six dimensions that can work cohesively to improve the requisite "experience" to customers, provide competitive differentiation and even affect the bottom line.
Millennials might graduate with high levels of student debt and account for the highest percentage of the unemployed in America, but they haven’t slowed down on travel expenses and in fact prefer private accommodations rather than hotel stays. According to a global travel market research company, “private accommodation renters are young – more than half are under 35.”
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