Customer Experience Program
Customer Experience Edge™ Earns Impressive Returns for Program's First Participants
|COLUMBUS, Ohio (Sept. 20, 2007) — As many as 80 percent of customers
who leave one company for another say they were satisfied with the company
they left,* proving satisfaction doesn't always translate to loyalty. Signature
newest solution, Customer Experience Edge, closes that critical gap between
customer satisfaction and customer loyalty by implementing an organization-wide
approach to customer experience.
The first program of its kind in the hospitality industry, Customer Experience Edge offers customized training for employees at every level, focused on specific experiences, such as the arrival experience, the spa experience, the dining experiences and others. Training is then reinforced with mystery shops, coaching and additional instruction over time. From assessment to implementation, the typical program takes two to three years to complete.
"Customer experience is an industry buzz phrase, but no one has been providing a solution that offers a true tailored, organization-wide approach," said Steve Wolever, Signature president and CEO. "Customer Experience Edge doesn't just teach techniques, it teaches employees to think like their customers and see how they can impact experience at every level."
Customer Experience Edge has been implemented at several locations in the United States and Canada, including the WaterColor Inn and Resort (www.watercolorinn.com), a 499-acre coastal resort and residential community in northwest Florida. WaterColor looked to Signature and its Customer Experience Edge program in an effort to achieve the prestigious AAA Four Diamond designation and improve service levels. After executing the program, advance bookings had dramatically increased and occupancy was up 25 percent. WaterColor ultimately received AAA Four Diamond status, the only hotel in northwest Florida to receive this ranking.
"Signature's customer experience program worked so well because it was tailored just for us," said Stephen Hilliard, WaterColor's vice president of resort and club operations. "It's effective because it's not the typical departmental training you often find. It was designed around our customers' needs and desires, and our guest feedback has been phenomenal. We couldn't be happier with the results."
To get a free customer service diagnostic and a full Customer Experience Edge program prospectus, call Ray Taylor at 800-398-0518 or sign up online at www.signatureworldwide.com/experience.
*Source: Reichheld, Frederick. Learning from Customer Defections. Harvard Business Review. March 1, 1996.
To get a free customer service diagnostic and a full Customer
Experience Edge program prospectus, call Ray Taylor
at 800-398-0518 or sign up online at
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