Tag Archives: touchpoints

Stock photo of a young blonde girl at the entrance of a hotel gesturing with her hands while the hotel receptionist is on the phone.

When Touchpoints Go Wrong – How Small Moments Damage Guest Experience

Competitive Intelligence, ,

“Beep, beep… could you move your dishes out of the way?” That was not a joke. It was our server. What followed was a series of awkward, poorly handled moments. Forgotten items, reaching across guests without acknowledgment, unclear communication, and rushed service. Individually, each issue seemed small. Together, they defined the entire experience. The food was good. The setting was strong. But the service turned the meal into something memorable for all the wrong reasons. What a touchpoint rea...

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Winning the First Impression – Where the Guest Experience Really Begins

Best and Worst Practices, ,

You get no second chance to make a first — and I’ll add lasting — impression. In today’s world of guest experience management, that statement carries more weight than ever. Where the first impression really begins When does the guest experience actually start? Is it when a guest walks through the door? When the valet takes the car? Or earlier — when the reservation call is made or a website is visited? In reality, the experience begins the moment a guest decides to engage. That first interaction...

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