What's Happening?
A recent article highlights several New Year’s resolutions for the hospitality industry, focusing on what businesses should stop doing to improve customer service. The article suggests that companies should cease trying to 'WOW' every customer and instead focus on providing consistent and predictable experiences. It also advises against relying solely on AI for customer service, emphasizing the need for a balance between technology and human interaction. Other recommendations include avoiding the use of company jargon, not hiding behind company policies, and recognizing the value of frontline employees for customer feedback. The article argues that these changes can help build trust and confidence with customers.
Why It's Important?
The recommendations are significant
as they address common pitfalls in customer service that can lead to customer dissatisfaction and loss of loyalty. By focusing on consistent service and valuing human interaction, businesses can enhance customer experiences and potentially increase customer retention. This approach can also transform customer service from a cost center to a revenue generator by reducing churn and improving the bottom line. The emphasis on listening to frontline employees for feedback can lead to more effective service improvements and innovation.
