The millennial mindset has fundamentally changed the actions of companies across every vertical, including hospitality. Yet it's not just millennial consumers organizations must cater to. A fast-growing generation of millennial employees now directly and powerfully impacts the customer experience.
A new year is upon us, and with it the expectation to further improve customer experience (CX). A new study from Salesforce shows that 67% of customers' standard for "good experiences" is now higher than ever, as is their impatience for companies that fail to deliver.
Twenty percent of hotel guests say their customer experience (CX) expectations are higher than they were two years ago. So, what's changed between now and then? Greater demand for quality, consistent service organization-wide.
In Dec. 2017, a story ran on VICE titled, "I Made My Shed the Top-Rated Restaurant on TripAdvisor." The author explained how, as part of a curious experiment, he successfully turned his backyard into London's top-rated restaurant.
Back in 2015, a guest staying at Starwood Hotels tweeted that his room was cold. A few days later, he walked into his room to find an alpaca throw, a box of tea and a handwritten note waiting for him on his bed.