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What is Customer Experience in the Hospitality Industry?
Customer experience in the hospitality industry is the overall impression guests have of your business, from their very first enquiry through to their stay and aftercare. It covers every interaction – whether online, over the phone, or in person – and shapes how guests feel about your brand.
A positive customer experience means guests feel valued, welcomed, and supported at every stage of their journey. This not only increases the likelihood of repeat bookings and recommendations but also helps your business stand out in a highly competitive sector. Investing in exceptional customer experience is key to long-term success in hospitality.
At insight6, we support hotels, travel companies, and hospitality venues across the UK with expert solutions to improve customer experience in the hospitality industry. Our local CX specialists help you benchmark your service, motivate your team, and delight every guest.
- Delivering the Visit England program in a number of UK regions which involves mystery shopping the nominated award winners
- Mystery shopping venues for high spend activities such as weddings and conferences to identify how they benchmark against their competition
- Working for restaurant and hotel groups to benchmark service standards through conventional mystery shopping programs
- By identifying how customers feel about their experience and linking this to increasing Google reviews and for other online review platforms
- Running customer experience training programs for teams to increase motivation and customer spend
- Making enquiries to the venues to identify how well the teams sell a room or a table for a hospitality event
- Mystery shopping venues for high spend activities such as weddings and conferences to identify how they benchmark against the competition
If you feel we can help you, please do get in touch.
Six Reasons to choose insight6 to improve your Customer Experience
We understand the hospitality industry, and our local Customer Experience Directors have the expertise to help your business succeed. With insight6, you gain the support and knowledge needed to improve every aspect of your hospitality customer experience.
- Our Customer Experience Directors are local to you and on hand to partner your journey of CX transformation.
- Our Customer reviews, survey tools and on-line feedback products are world class.
- All of your CX measurement is tailored for your business to ensure the results are 100% relevant and actionable.
- Our CX Directors can coach and mentor your teams to improve performance.
- Our benchmarking and customer mapping tools are second to none.
- When you work with Insight6 Transformation comes as Standard.
