Customer-centric design expertise in the hotel industry
Customer Metrics measures customer centricity from the internal perspective of employees and the external perspective of customers – in individual companies or as an industry comparison. The latter was recently done for the hotel industry: A joint study by Jan-Erik Baars (Managing Partner Customer Metrics and Lecturer at Lucerne University of Applied Sciences and Arts) and Lilian Roten (Design-Journey Studio) was conducted in cooperation with 14 hotels in Switzerland.
“Only companies that put their customers at the center of their operations will succeed.”
Customer Metrics measures customer centricity from the internal perspective of employees and the external perspective of customers – in individual companies or as an industry comparison. The latter was recently done for the hotel industry: A joint study by Jan-Erik Baars (Managing Partner Customer Metrics and Lecturer at Lucerne University of Applied Sciences and Arts) and Lilian Roten (Design-Journey Studio) was conducted in cooperation with 14 hotels in Switzerland.
The evaluation of the hotel companies reveals a connection between the internal mindset of team members, their work culture, and the positive customer experience externally. In addition, the driving elements of emotional customer impact have also emerged.
Download the white paper below for insights from the hotel study and learn why empowered employees make all the difference.
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