Best articles of how Customer Experience and Guest Experience are changing

After all, the world of marketing has changed dramatically in the past two decades. The evolution of customer experience has changed the whole paradigm. The impetus has shifted towards customer-centric approach and keeping the customer in focus. The advent of social media, self-service technologies, and various other digital advancements has changed the shopper’s behavior. Digital and analytics have emerged as key enablers for marketing professionals and organizations are trying to harness the benefits of these advancements. The role of the customer has evolved quite significantly as an enabler in the overall success of a product/brand. The managers now require new tools to measure and understand the performance of organization in totality.

Taco Bell – Transformation of Customer Experience

An inside look at Taco Bell’s digital transformation to deliver an enhanced customer experience
“Tech and digital is in everything we do,”
What Taco Bell does best is tacos, but it’s also been deploying interactive customer experiences as well especially during the past few years. “It didn’t happen overnight but it also didn’t happen that long ago. All those industries [airlines, taxis, hotels, retail] have been disrupted and have had to innovate to survive and meet the changing customer expectation,”
“You need to think digital, not think of it as an afterthought. It should be at forefront of everything you’re doing as a company.”

Destination Alberta Model –   The evolution of the Visitor Experience

The vision for this model in Alberta is to inform, inspire and influence visitors to maximize their travel experiences and to help grow the tourism economy in all regions of Alberta. The new visitor services model supports the principles of convenient, relevant and innovative multi-channel access for visitors; maximization of economic benefits; use of the right tools and resources; and collaboration amongst stakeholders. 

In particular, the model recognizes that technology and changes in consumer behavior have altered how people access information and make travel decisions. The model builds on the need for visitor service providers to be proactive in reaching out to engage with their visitors. 

KPMG Global Customer Experience Excellence report 

This study demonstrates that the leading companies are the ones that have already found the economic value of where expectations and experience align. They are the ones that are now working to connect their enterprise in a way that removes silos and eliminates friction in the customer journey. And they are enjoying success as a result. 

The very best brands for customer experience excellence are now starting to think of their customers as assets that should be protected, nurtured and invested in. They view their customers’ loyalty as a form of equity in the company. And they are thinking about how they might start to move their customers onto their balance sheets vs a simple transactional relationship that appears periodically on the income statement as a revenue item. 

Amazon Go–  Frictionless Engagement & Experience

Amazon Go disrupts, re-invents, elevates the customer experience; this article explains how amazon is re-inventing the retail market and taking customer experience to another level. 

“By launching their reimagined grocery store, Amazon is using their test-and-learn philosophy to gauge how open customers are to this concept and refine the service based on shopper feedback and preferences,” 

Amazon has invested a great amount of time and research to perfect the experience based on consumer behavior but exposing it to the general clientele over a consistent period of time is the only way to fully understand how customers will behave. Amazon will have to iterate accordingly as small behavioral nuances shake out in store and on the app,”

YotelAir –   Next Generation of Hotel Engagement

This Hotel Review shows how Yotel elevates their guest experience; inspired by first-class airline travel, Yotel opened its first properties in London’s Heathrow and Gatwick airports in 2007. An instant success with transiting passengers, the concept centers around cabin-like guestrooms, taking the essential elements of luxury hotels and compressing them into smaller, smarter spaces. Four years later, the brand opened its first city-center property in New York: a 669-key hotel with guestrooms readapted to suit the city guest. “When we launched New York, the concept underwent a revolution,” says Hubert R. Viriot, CEO, Yotel. “We had a different target audience and had to adjust the product. The property still has the same DNA – technology-driven with smart layouts and retractable beds – but with increased space and consideration. We then used what we have learned since the launch in New York for our recent openings.” 

In conclusion:

The marketing focus has shifted towards the customer-centric approach, analytics has become a crucial part of every marketer’s arsenal and has offered a  more nuanced understanding of the activities/processes. The evolution of omnichannel has deeply jolted the status quo and made marketers to rethink their strategies.  We would love to have deeper discussions on your visions and direction of your organization, how we can help you drive revenue, experience, and engagement. Call us today to learn about how you can increase your customer and guest experience and engagement. [email protected]