01:35 | eXPerIence PYrAmId
Transformer note: You may use your brand and service experience guide for more details about the pyramid of experience. The Guest Experience starts by answering one key question: “What do we want our guests to experience and what do we want them to say about us?” Explain: When was the last time you went out for din- ner? It is very likely that before you chose the restau- rant you not only consulted the Internet, but also asked your friends about their experience. With today’s mod- ern technology, everyone is connected; Social media and Internet are accessible to everyone. Restaurants, hotels, and retail stores are now reviewed, judged… People are more exposed and experienced than ever before and therefore expect more than ever before. In order to live up to those expectations, we must first get the basics right. Our processes, standards and norms must be of a very high standard. Satis- fying expectations is just as important. However, simply satisfying our guests is no longer enough. We need to go for the great, if we want to gain and maintain Raving fans we must go above and beyond, we must consistently exceed expectations.
Handout: Experience pyramid and refer to the Service Culture & Experience Guide
Explain: That the difference between fulfilling ex- pectations and exceeding expectations can mean the difference between guests and Raving fans. It is our
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