Dallas – November 7th, 2012– It has been proven time and time again that retaining customers is far more cost effective than trying to obtain new ones. And that adage is even truer today, with so many options to stay for guests today.UniFocus is pleased to announce the availability of an innovative training class called “Driving Intent to Recommend.” Learn how to devise effective tactics and understand strategic issues based on applying guest feedback that will increase business and your customer’s intent to return and recommend. After the data is gathered, what does your organization do with this valuable information? This workshop is designed to specifically answer that question and to ensure you can measure the impact of your actions.
“This course is perfect for executives and managers that understand how important it is for guests to be impressed and actively recommend the property to others. Companies that value feedback and want to improve their overall ability to act upon the feedback they receive are perfect for this training” said Barry Kaplan, Senior Vice President, Organizational Development of UniFocus. “Training teaches the critical phase after gathering the guest satisfaction and illustrates how to improve business to drive the guest’s perception once the feedback mechanism is already in place.”
Which areas of your business have the greatest opportunities to impress your customer? How did the customer complaint experience affect the perception of your property? What does the experience of the complimentary customer tell you? Does your service delivery project the standards of your brand? Once you have the answers in hand, how does your team act both strategically and tactically to turn that knowledge into profits?
A well trained manager needs to lead their staff to positively impact the relationship between guest satisfaction and perceived value. UniFocus’ “Driving Intent to Recommend” workshop increases your team’s ability to understand the concepts of what needs to be acted on to ensure guests’ satisfaction and increase your brand’s value and your customer’s experience. The cost and value of training to retain customers is significantly less than marketing dollars needed to attract new customers. Not only are you better equipped to drive your guests’ intent to return but you will be in a better position to ensure that guest will also, and most importantly recommend your property, thereby creating new customers without the expense of marketing.
“The applied knowledge benefits and impacts the entire organization. Learning how to interpret and act on information is vital to improving customer service throughout the operation,” continued Kaplan. Feedback is absolutely vital to business success. How this knowledge is applied is a critical success factor to keep improving and converting scores into measureable ROI. Ensure your customer’s loyalty and encourage them to recommend you to others by targeting the necessary improvements. Finally, improvements in these two measures; return and recommend also will have a positive impact on reducing operational costs as “rework” will be reduced.
This classroom-style work shop could be presented on site or at UniFocus’ state-of-the-art training facility near Dallas. Enroll for this workshop today or ask training related questions by contacting UniFocus at 972-512-5100, via email training@unifocus.com.
UniFocus training classes include Leadership Skills, Principles of Labor Management, Managing Change, Managing Conflict and Train-the-Trainer. Classes are offered in various venues on site, off site and via webinar.