In today’s day and age, there are countless established and up-and-coming brands within an industry. It was apparent just how many brands there are in the hotel industry after attending the 41st NYU International Hospitality Industry Investment Conference in New York City this year. During “The CEOs Check-In: A View from the Top,” it was pointed out that there are over 90 different brands just under InterContinental Hotels Group, Accor, Hyatt Hotels Corporation, Choice Hotels International and Marriott International alone.
As new brands are launched and the industry becomes more diluted, something industry leaders must accomplish is differentiating and establishing each brand while keeping themselves relevant, known and loved by their guests. Once a brand is built and established, it is so important to maintain quality.
While consistency may be key, it’s also essential to understand that the needs and wants of your guests will undoubtedly change over time. While adhering to these changes, a strong brand will persevere, but a weak brand will crumble.
Competition is cut throat and the pressure to stand out is greater than ever. What makes your brand unique? What kind of experience do guests expect to receive based upon their personal experiences or the reputation of your brand? What keeps guests loyal to your brand?
People may not always remember what you said, but they will always remember how you made them feel.
The experience your guests receive at your establishment will determine your future. Plain and simple. It is of the utmost importance to constantly monitor this experience, identify areas of opportunity, implement changes to improve it and ensure those changes are maintained over time.
Mystery shopping and quality assurance programs can help. Luckily, Coyle specializes in the guest experience, and we create wholly customized programs for each and every client with whom we work.
Make your brand stand out every time. Make your guests feel good when they think back on their experience with you. Measure what matters. Allow Coyle to assist in ensuring an exceptional guest experience, every time.