Understanding Customer Experience: the Boyne Resorts Mini Case
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.
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.
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