Ready to roll out the red carpet for your customers? Raise your CX game with these lessons from the white glove treatment specialists in the hospitality industry.

1. Customer Experience Lessons
from the
Hospitality Industry
“Exceptional customer experiences are the only
sustainable platform for competitive differentiation.”
Kerry Bodine

2. Struggling with how to improve CX? Take a few lessons from the hospitality
industry, the experts in creating a great customer experience.

3. CX for a stronger business

4. • Customers can post their opinion
on a multitude of online platforms,
making positive and negative
reviews readily available to
potential customers.
• Managing your online reputation
starts with CX. Ensure that when
your customers go home, they
have something good to say about
your business.

5. • We know that when your product
is an experience – as in the world
of hospitality – it’s all about CX.
• In other industries, to stand out
from competitors, it’s just as
important to focus on CX as it is
product quality.
• Taking notes from the hospitality
industry and implementing them
into your business is a great way
to build upon your CX.

6. Lesson 1
Deliver service that’s fast,
but not rushed

7. • In this fast-paced world, people want
fast-paced service. When service is
fast, customers feel like their time is
valued.
• When service is rushed, the speed is
put above quality and customers may
feel dehumanized.

8. • Chances are that if customers can enjoy a
more personalized experience, they won’t
mind waiting a little longer.
• Make customers wait too long without
delivering high-quality CX and you risk
losing out to your competitors.

9. Lesson 2
One size does not fit all

10. • Customers look for human connection,
even when business is conducted through
technology. With the rise of online business
and working from home, it’s crucial to
recognize this value.
• People want to feel that businesses see
them as individual beings, not just potential
revenue streams.

11. • Personalizing the experience or
product for the customer is one way to
create this human connection.
• Customization adds value to a
purchase for the customer while
generating an increase in revenue,
fewer returns, and brand loyalty for the
business.

12. Lesson 3
The self-service revolution

13. • Again, the need for speed is a driving force
when it comes to CX. Another way to meet
this demand is through self-service
options.

14. • Consider implementing a FAQ section,
user guide, or online forum for customers
to refer to when they need help or have
questions.

15. Lesson 4
Ask questions

16. • When customers fill out surveys or
applications on your website, ask
questions that allow you to
personalize their experience.
• Consider asking how they intend to
use your product or service or how
they would like to be contacted in the
future.

17. • When you know a customer’s preferences,
you can improve their CX by tailoring their
experience and highlighting new
opportunities they might be interested in.

18. Lesson 5
Adapt to your customer

19. • Customers have expectations – meet
them.
• Key to customer experience success is
finding out what your consumers want and
presenting it to them on a silver platter.

20. Final Thoughts

21. • Your business can always improve, so why
not take some CX tips from the experts in
hospitality?
• By delivering speedy and personalized
service, fueled by technology and
customer intelligence, you are one step
closer to realizing CX excellence.

22. With the hospitality industry
paving the way for CX, it’s time for
you to follow their steps and lead
your business to CX success.

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experience-lessons-from-the-hospitality-industry/

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+1 (800) 646-0520

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