When you’re in the role of a Operations Manager, it can feel like you have responsibilities coming out of your ears. So when the time comes to begin outsourcing some of your business processes to a business process outsourcing (BPO) partner like Conectys, you might feel a sense of relief.
Luxurious hotels. Sunny, lush grounds. Five-star restaurants with highly acclaimed chefs. So often, this is what comes to mind when someone thinks of the hospitality industry. And a lot of the time, these idyllic scenes are part of any tourism-related business owner’s day.
But, there can also be a darker side within the hospitality industry that insiders know all too well… customer complaints. In any business, complaints are never fun. But when so many of your customers choose you based on online reviews and ratings, like they do with hotels, restaurants, airlines, cruise lines and the like, complaints can send your business into a tailspin.
What’s even worse is that travelers sometimes take their complaints to third party agencies such as the Better Business Bureau or regulatory agencies when they are beyond dissatisfied, extremely escalated or don’t know where else to turn. This can open a business up to financial damages, negative stories in the press, rumors on social media resulting in a bad reputation and a sharp decline in customers.
Sometimes in business, we mistakenly assume that our target audiences will go with whichever company offers them what they need for the lowest price. But even though budgets matter, research has found time and again that low price points are far from the only factor consumers consider when choosing a brand to buy from.
In fact, research done by Oracle revealed that 86% of customers will pay more for a better customer experience. This means you don’t need to take part in a race to the bottom of pricing in order to gain customers. If your customer experience is top-notch, your reputation will attract more of your audience to you, and existing customers will be more likely to stick with you. So, how do you know if you can compete in the customer experience arena? Keep reading.
It is a well-known fact that the most important asset for any business is their employees. As your company grows you will need to recruit and hire staff that’s aligned with your company goals and culture. Good staffing starts with the recruitment process, and continues with an organized and thoughtful onboarding process. And the intentionality isn’t done after employees are onboarded. Rather, recruitment also encompasses areas like engagement and retention, learning and development, positive reinforcement and gamification after onboarding. It’s important to understand the entire lifecycle of an employee’s journey. Here are a few other tips for recruiting for success.