The total customer experience: How social media and customers will force tourism stakeholders to work together
The uncomfortable reality of what happens to your business when customers feel robbed
Although the video shows a personal account based on personal suspicions, the customer actually invites us to reflect upon how connected and organized we are when it comes to thinking, acting, creating and maintaining the good health of the total customer experience.
As you can investigate further, the hotel is still refusing to accept
full responsibility. It will not be long before the destination, hotel management and tour operators implicated will be forced speak out on the issue thanks to Social Media, as awareness and negative reactions increase in time. Now that the hotel business has been exposed, what do you think it will cost them to fight and recuperate their reputation online and offline. Becoming the first hotel where a customer video films your night manager robbing from your clients, isn't exactly the recommendation you would want to have online.
Turn off the internet, some would dearly demand.....can we not go back to business as usual?....others would wish. Business as it has been lately, is finished. It is recommendable to understand the message from your customers the first time around; goodwill from customers has to be built earlier in this new context, because you never know how or when your next customer will make you famous.
It does not have to be this way and all parties in the value chain for The Total Customer experience is at stake: Destinations management, tour operators, hotel managers, hotel employees, human resources departments, customer service, security, quality labels, quality auditors are all implied in this story.
Am i missing someone? Your comments are welcome.