How Storytelling Transforms Guest Experience
Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is hospitality mentality?
What role does storytelling play in creating memorable customer experiences?
Why is meeting or exceeding customer expectations important in the hospitality industry?
How do personal interactions complement technology in creating a seamless customer service experience?
How can AI be leveraged to provide personalized customer service interactions?
Top Takeaways:
A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline.
Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.
Storytelling is a powerful tool that captures customers' attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to.
Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.
Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs.
While technology and amenities are important, the overall experience connects with customers the most. Customers want value for their money, which translates to memorable and meaningful experiences.
Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand.
Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in!
Quote:
"Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created."
About:
Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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