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Customer Centric Culture - Coggle Diagram
Customer Centric Culture
Awareness
Reccomdations
Improve online information and digital presence by ensuring event packages, venue images, reviews and FAQs are accurate and regularly updated
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Implemtnation
Work with the marketing team to review website content, social media campaigns and online listings regularly. Ensure event brochures and packages reflect current offerings
Collect feedback after events and request permission to share positive reviews, photographs and case studies across marketing platforms
Benefit Expectations
Customers can easily access relevant information, reducing uncertainty and heling them make informed deicsions
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Business Benefit
Increased website enquiries, improved engagement and stronger brand awareness. Success can be measured through website traffic, enquiry numbers and conversion rates
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Consideration
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Imlpementation
Create a standard process for acknowledging enquiries quickly and providing detailed responses within an agreed timeframe
Use customer information gaathered during conversations to tailor pacakges, menus, room layouts and additional services
Use a checklist covering event purpose, guest numbers, budget, preferences dietary requirements and expectations
Business Benefit
Faster response times, improved customer satisfaction and increased enquiry to booking conversion rates
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Reduces errors, improves accuracy and supports the sales executive in identifying additional revenue opportunitites
Benefit Expectations
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Customers receive consistent professional advice and confidence that their requirements are understood
Purchase
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Implementation
Provides clear contracts, payment schedules, event timelines and confirmation documents
Introduce detailed functon sheets, clear hndover processes ad event briefings before delivery
Benefit expectation
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Reduces service failures, improves event delivery and protects the hotels reputation
Business Benefit
Customers understand exactly what they are booking, reducing confusion and anxiety
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Retention
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Implementation
Schedule planning calls or update emails at key stages such as booking confirmation menu selection and final arrangements
Ensure staff understand how to record, respond to and resolve complaints using appropriate escalation procedures
Use surveys, follow up calls and online reviews to gather customer opinions. review trends and share findings with relevant departmetns
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Business Benfits
Builds trust, increases satisfaction and encurages repeat bookings
Reduces negative reviews, improves customer retention and provides opportunities for service improvement
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Advocacy
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Implementation
Maintain contact through CRM systems, newsletters or targeted offers for future events
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Business benefit
Incrased repeat business, customer loyalty and reduced marketing costs
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