The world of customer experience is ever-evolving, and understanding the intricate details can make a significant difference in how businesses flourish. In a special three-part episode of the Synergistic CX podcast, listeners are invited to explore the nuances of customer experience within the Pubs, Taverns, and Alehouses industry. With expert insight and comprehensive industry studies, this episode provides valuable knowledge for hospitality professionals looking to elevate their service and drive growth. Let's take a closer look at each part of this insightful episode.
Part 1: Pubs Industry Study Foundations and the Marketing Mix
The series begins with an introduction to the importance of customer experience in the pub industry as Erik Brooks welcomes industry expert Jill Spencer, who brings over two decades of expertise to the discussion. Embarking on an analysis of a global industry study with a sample of over 16,000 pubs, the episode reveals data on the pubs' star ratings, review response times and marketing mix. Through this study, key insights on the impact of each 7Ps Marketing Mix element (product, place, people, price, promotion, process, and physical evidence) on the customer's pub experience are revealed. The episode wraps up by summarizing strategies for pub owners to enhance customer satisfaction based on these findings.
For the full journey of the first episode part, follow this link:
Part 2: Customer Journey Mapping and the VoC Survey
The second part delves into customer journey mapping, examining the five critical stages of a pub's experience. The experts share opinions on the customer journey stages that typically get the best and worst performance scores, as actual customer data highlights the areas of satisfaction and dissatisfaction. The second part of the episode emphasizes the importance of consistency in customer experience and explores how a well-crafted voice of the customer (VoC) survey can capture effectively the most critical touchpoints. A live demonstration presents a starter voice of the customer survey, crafted using insights gathered directly from online customer reviews.
For the full journey of the second episode part, follow this link:
Part 3: Synergistic Customer Experience Strategies
In the final part, the concept of 'Synergistic CX,' is introduced, advocating for a holistic approach that combines various feedback sources. Experts discuss implementation strategies for pubs using different methodologies like mystery shopping and employee surveys and how the blending of the CX measurement tools can drive organizational change. Key takeaways include the impact of improved customer experience and return on investment, as well as the strong correlation between employee engagement and customer satisfaction. The episode concludes with expert interviews that examine the evolving landscape of online customer reviews, recruitment challenges, and top recommendations for revenue growth in the hospitality sector.
For the full journey of the third episode part, follow this link:
Really insightfull. In todays fast paced world it is difficult to understand how so many brands ignore online reviews. I really liked to see the marketing mix and the customer journey. Thanks!
Clear, practical insights on CX strategies. Eagerly awaiting more.
"I found the insightful and relevant to the current trends in the hospitality industry. The breakdown of each podcast episode was clear and concise, making it easy to grasp the key takeaways. I appreciate the practical strategies suggested, especially the emphasis on customer journey mapping and the application of the 7Ps Marketing Mix in the pub context. The discussion around Synergistic CX and its implementation was particularly intriguing. Articles like this are invaluable for staying updated and enhancing our customer service strategies. Looking forward to more content like this!