We operate in an environment that is booming with an influx of travellers and hospitality brands alike. It is essential for growing hospitality brands to understand that the key to their success lies not in their product but their service.

It is the experience that the customer remembers and appreciates, not the furniture, for example. One must try to think like a traveller and when they do that, they'll see that where a traveller stays forms a considerable part of their trip. It is during this stay that they often unwind. This is where your service will be essential to determining their overall customer experience.

A brand must be acutely aware of this crucial ingredient to providing them with an experience they'll remember. It is the service and hospitality of a brand that will linger long after the stay has been concluded.

Customer experience is all about creating a luxury for the senses; it is all about how good and welcome you make your guest feel. It is the intangible that is offered with your tangible hospitality that leaves the customer happy, thus making them a raving fan of your brand. Customer experience means delivering what you promised, and excellent customer experience means exceeding what you promised. Often, the difference between branded and non-branded is the emphasis they put on providing not just satisfying, but a 'wow' experience to their guests.

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