New Podcast Interview: 7 Steps to Transform Your Customer Experience Micro-Moments in 30 Days

Recently Jonathan Albano invited me on to his Lodging Leaders Podcast to discuss my article, 7 Steps to Transform Your Customer Experience Micro Moments in 30 Days. We discussed specifically how to apply each step to hotels and resorts.

Listen to the podcast in our Podcast Archives.

Jon is a gracious host and we had a great discussion about:

• What micro-moments are, and I provide some real-world examples for hotels.
• How to audit your feedback from customers who gave you a less that perfect score to identify clusters of themes around touch points, and then selecting clusters that involve processes that provide nearly immediate feedback.
• Why going on the customer journey, exactly as the customer would, is important.
• How to find micro-moment(s) during the customer journey that set false expectations AND that have a measurable negative impact on behaviors, and then transform those micro moments so they set appropriate customer expectations that can be met in an excellent manner consistently by your company.
• That you should monitor and measure results so you can make adjustments where necessary.

Listen to the podcast in our Podcast Archives.

Tony Bodoh is the co-author of the #1 best selling book, "The Complete Experience: Unlocking the Secrets of Online Reviews that Drive Customer Loyalty". You can connect with him at www.CustomerExperienceOnFacebook.com.

#hotel #resort #hospitality #customerexperience #customerservice