BENEFITS OF CX TRAINING
...there is a need to ”… continually improve the quality and delivery of initial and subsequent training for front-line employees with a view to enhancing levels of engagement and loyalty while enjoying the delivery of a more consistent customer experience.” (Andrews & Turner, 2017)
DIFFERENTIATION
Replicating food and drink offers is easy. An outstanding experience will make you stand out from your competitor.
Competing on price results in narrow margins. Focussing on the Customer Experience is an alternative way to differentiate yourself from the competition.
"By 2020, 90% of brands will compete on CX rather than product or price." (Gardner)
CUSTOMER LOYALTY
A guest who enjoys a consistently good experience will become a loyal guest.
Loyal guests visit more regularly and are not as price sensitive as new guests.
It costs less to retain an existing guest than to acquire a new guest.
CUSTOMER ADVOCACY
CX training is a cheaper and more effective method of acquiring new guests.
Guests who enjoy an excellent experience will tell their friends and colleagues, resulting in higher footfall.
Sales and marketing teams focus on new guest acquisition. An excellent experience will result in your guests helping that process.
