7. Reliability: The ability to provide what was
promised, on time, dependably and
accurately. (Honesty)
Assurance: The knowledge and courtesy of
employees, and their ability to convey trust
and confidence. (Competence)
Empathy: The degree of caring and
individual attention provided to customers.
(Concern)
Responsiveness: The willingness to help
customers and provide prompt service.
(Attitude)
Tangibles: The physical facilities,
equipment, and appearance of the
personnel. (Professionalism)
8. Strong competition
Difficult to differentiate
Highly informed consumers
Exceedingly high expectations
Cost of acquisition of a
targeted customer is high
Cost to satisfy is higher
Cost to replace is 5x higher !
Opportunity #1
9. O V O G
Own The Voice of the Guest
Everything you do has to center around the guest,
whoever owns the VOG owns the marketplace
13. Experience=Gems
Caring = Greet Everyone
Trustworthiness = Tell the Truth
Empowerment = Have Fun
Sensitivity = Communicate clearly
Thankfulness = Thank you
20. I own it!
I'm sorry!
I will do it!
Accountability
Above the line
Below the line Not my job
Its your fault
No one told me
I own it!
I'm sorry!
I will fix it!
E + R = O
22. The number one
factor in increasing
the level of highly
satisfied and
engaged GUEST in
your business is…
The level of highly
satisfied and
engaged
EMPLOYEES in your
business.
23. You wouldn’t fail to
greet a guest in your
own home would you
The guest falls in love with the experience and the
way Resort Collection made them feel
24. For a copy of this presentation visit
www.kiwilive.com use keyword JJ
Twitter @jj_jarrell