Why guest experience matters?

With so many hospitality venues guests are harder to please than ever before. The modern guest has high expectations. Not only for the product but for the experience also.

A business is a business only when we have guests that buy from the business. With a very competitive market, the only point of different often comes down to guest experience. The guest difference is the difference between average and awesome venues.

Online reviews have a huge impact on the guests buying decision. Guests will choose venues that have the best reviews, rather than the cuisine or location. They are choosing to experience our venue based on other guests experiences, even if they are strangers. People look for social proof to influence their own buying decisions.

When people share positive experiences they have had in our venue they want to repeat and relive that experience. They will relive it in two ways – Come back to the venue for more and secondly share their positive experience with others – friends, family and strangers.

When people have negative experiences they will share them to vent, warn others from having a similar negative experience. These negative experiences often turn into negative online reviews as well as offline conversations, this spreads far and wide. They tell on average 12 people face to face, those 12 will tell another 6, those 6 tell 3 more which is over 300 people that will hear about that one bad experience. This number is much larger when people leave reviews or use social media sites. This number grows to thousands instead! One negative review can really impact the viability of our venue.

Guest experience is THE MOST IMPORTANT thing that our venue sells. Great products must come with great experiences. People rave about extras – people, places and experiences that blow them away.

Great guest experience adds value to the purchase. Average guest experience tasks value away from it. People will keep returning based on how they feel when they are in our venue. People buy based on their emotions. 86% of guests purchase based on how they feel.

The value of our products go up when we offer an amazing guest experience with it.