Understanding Customer Experience: the Boyne Resorts Mini Case

in #uce727 years ago

Boyne Resorts has developed an employee program to enhance customer experience.

Source: http://thesummitcrew.blogspot.my/p/boyne-basics.html

How does it work? In my opinion:

  • the modules aim to make the customers experiences their service positively, and perceives it positively.

For instance, " have passion for our customers and products" , or " hospitality bubble" help to create pleasant experiences and impressions, where customers feel the warmth employees emanate.

Whereas modules such as "Excellence in Execution" , " Personalized Service" aim to ensure good performance and ensure customers have a good time at the resorts.

  • the program also intends to deliver momentary satisfaction as well as long term quality.
    While the module " Think Long Term" quite clearly speaks of itself, the modules also serve to create consistently good service by developing employees who are also great people, hospitable, responsive, take ownership and courteous. Consistent positive emotions and experience will help shape positive impressions, and set customer expectation, as well as continuously confirm the beliefs that Boyne represents positive, pleasant experience.

  • A little surprise and spark every now and then
    In line with the hedonic adaption view, modules like "Be Innovative and Exemplify and Can Do Attitude", " Deliver Individual Service", "Anticipate" as well as focus on personalized service may help to deliver unique, distinctive experience. This way, employees are empowered to deliver service and experiential detail that differs from one person to another, as well as one moment to another.

  • Happy workers are productive workers
    The modules recognize the well-being of the employees themselves. First, they are required to be great people. Who wouldn't feel great being great people? More so, if they are encouraged to work in teams, support each other. Also, the employees are trained to feel " at work, at home, in the community" . In this sense, not only their work experience pleasant, it's also functional - to lead, take ownership to deliver unique service to guests with great passion.

Sort:  

Interesting idea that can be implemented in many other organizations where we expend 1/3 of our days. Definitely worth to have it as a guide.

True. In fact many organizations, such as Starbucks and Amazon have similar thinking, though via different framework to excel in serving the customers. Joseph Michelli has written a book, "The Starbucks Experience". Yet to learn about Amazon's in further detail.

Congratulations @alacrity! You have completed some achievement on Steemit and have been rewarded with new badge(s) :

You made your First Comment

Click on any badge to view your own Board of Honor on SteemitBoard.
For more information about SteemitBoard, click here

If you no longer want to receive notifications, reply to this comment with the word STOP

By upvoting this notification, you can help all Steemit users. Learn how here!

Congratulations @alacrity! You received a personal award!

Happy Birthday! - You are on the Steem blockchain for 1 year!

Click here to view your Board

Support SteemitBoard's project! Vote for its witness and get one more award!

Congratulations @alacrity! You received a personal award!

Happy Birthday! - You are on the Steem blockchain for 2 years!

You can view your badges on your Steem Board and compare to others on the Steem Ranking

Do not miss the last post from @steemitboard:

SteemitBoard Ranking update - A better rich list comparator
Vote for @Steemitboard as a witness to get one more award and increased upvotes!

Coin Marketplace

STEEM 0.15
TRX 0.16
JST 0.028
BTC 67972.79
ETH 2409.27
USDT 1.00
SBD 2.34