The needs of an entrepreneur
“…people will never forget how you made them feel.” – Maya AngelouDuring hospitality services, guests often experience cues to assess whether the provider considers them important or not. When a service has ended, guests may receive physical objects to determine the relation they have to the service providers. Designers and service managers must have a thorough understanding of the target customers so that they produce great ideas for relevant service evidence. Service evidence may be physical surroundings, signage, packaging and printed elements. The service must evoke emotions to generate customer loyalty Customer loyalty is the tendency of a customer to purchase your goods or services over comparable ones available in the marketplace. Positive emotional experience, physical feature-based satisfaction and perceived value of an experience may result in customer loyalty. Companies need to gain loyalty from their clients to obtain repeat business, increase sales and make cross-selling opportunities. When customers are in doubt, they will tend to choose based on their previous loyalty to a company. Organisations may obtain customer loyalty by being present and courteous, being willing and helpful, sharing values and allowing customers to know what they are doing for them. To strengthen customer loyalty, customer experience managers combine the physical and emotional elements of an experience into one connected experience. Digital and social media can enable you as a provider to make customer experiences happen everywhere and thereby establish customer loyalty. Social media are effective in enhancing customer loyalty because the channels are areas where the provider may interact with a user in any part of their relationship.