As I experience accommodation, restaurants, online purchases and more, I wonder how many businesses experience their own product or service AS a customer.
And I mean the complete process, to experiencing the whole product or service from start to finish, including the booking process.
If you offer accommodation, have you stayed in your accommodation as a guest yourself? With this I mean pretending you are actually a guest, with suitcase and all. (where do I put my toilet bag or hang my clothes??)
Or visit your own restaurant as a guest, go to the bathroom with your bag (where’s the hook for the bag??).
Alternatively if you want objective feedback, get some mystery shoppers. Do make a list with things you want feedback on.
You or the mystery shopper will pick up small things could significantly enhance the customer experience, increase the ‘wow’ factor, and get you better reviews!
Till next week, Marijke
Marijke Dunselman. Click here to read more about us!