Doug Dvorak's Blog


The Future Outlook of the Guest Experience

For most people, the future looks bright and for companies, the same can be true. The guest experience has changed and requires more work for employees, bosses, and CEOs. However, it also requires more work for customers, who are always on the lookout for the best service and price. Therefore, understanding the changes can help ensure that you’re on the right track for success.




Technology has ultimately changed the way that companies do business, as well as how customers shop. Therefore, it’s important to utilize technology in the best possible way. That may mean having a streamlined website that’s compatible with other devices or may include using social media outlets, such as Twitter.


The point is that you must determine how technology can work for you, but also how it can work for your customers to create the best guest experience possible.


Emotional Connection


The one caveat of more technology is that the emotional connection consumers feel toward a brand can dissipate. You still need that emotional connection between the company and the customer but have to be more creative to create it. That’s why social media is so popular with businesses. They can still interact with their customers and get feedback.


Feedback can also be in the form of satisfaction surveys. However, you must ensure that when a complaint is filed through the survey, you respond just like they called or emailed you. Otherwise, they will feel that you aren’t listening or don’t care.


Everyone Should Be Happy

To make everyone happy, you must go in a big circle. The owner of the business must have the right employees and train them. The employees must be happy, which incentives, bonuses, competitive salaries and more can help with. When the employees are happy, they’ll work hard for the customer, which in turn makes the client happy, as well.



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