Not many businesses deliver connected experiences, but when you visit a business that does it well, its a differentiating experience. When you know any employee can and will answer your questions, you’re more likely to do more things, have more fun, and spend more money. Just as importantly, you’re less likely to find things that bother you. Successful businesses know that a single bad experience causes people to look more critically and find fault at every other interaction.
For example, here’s how Wal-Mart did it:
We take a similar approach. We help businesses take a look at success stories elsewhere to give them ideas on how they can revisit how they interact with their customers, business partners, and employees.
Here’s how we adapt the same approach for a hotel:
If you are at a hotel, the concierge shouldn’t be the only one able to answer questions and make arrangements. Too often, the F&B manager managing a conference hosted at the hotel lacks information which could be used to help conference attendees find restaurants or arrange for transportation.
We love Steve Rubel’s AdAge article on this topic. While he addresses the problem from a different angle, he arrives at the same conclusion: companies must find ways to break down silos of information, and find ways to help employees engage with stakeholders around the clock.
