We can create a whole Customer Experience Management strategy or we can have a 2 hour workshop to improve your Welcome Speech at the reception. The most important things are, that we do it together and it really serves the purpose.
Customer Experience Management
FROM DRAFTING TO COMPLETION
We help our customers to see the BIG picture. It may require adapting strategy, or changing some processes. Destroying silos is our mutual mission. This is usually addition or change, not replacement of old partners. Typically this is done with studies, monitoring, workshops, digital integration and re-writing processes.
Customer Journey Mapping
KNOWING HOW THE GUEST CAN BE TOUCHED
We help our customers to define their customer touchpoints and how the guests want to be served. We do this by visualization (mapping) and with real-life examples. Typically our work includes following: pre-study, monitoring, visualization and workshops.
Training & Process Management
NEW THINKING NEEDS NEW ACTIONS
experiences cannot be created without committed and educated people. Customer
Experience isn't about technology, it's all about how you and your staff are
meeting and exceeding your customers' expectations.
SMOOTH FLOW REQUIRES CAREFUL PLANNING
We help our customers to change and create new concepts and services. We have experience on creating insightful business and service designs. Sometimes only small conceptual changes make big difference.
Research & Studies
NEVER CHANGE ANYTING BLIND
We use various ways to study the existing operations, as well as the guest wishes. Following up the change and making adjustments is also essential for success.
Digitalization & CEM-tool
HARNESS TECHNOLOGY TO WORK FOR YOU
With our Hotelfy app ecosystem our customers can manage the entire Guest Journey. Hotel staff uses the specific dashboard to interact and serve the guests. Implementation contains always some process consulting.