Customer Centricity definition: “Anticipating a customer’s wants, needs and communication preferences, then getting it right”

Back in the day the catch phrase was “location location location”. Whilst this is still true to some extent, the focus has shifted to actual service delivery. It’s constantly in the news. Though to be fair, hospitality is not about potholes, water supply and refuse collection but the point is made. If I’m being honest, “service” has always been a challenge in our country. It’s not all bad of course, but we can agree, there is plenty of room for improvement.
COVID was a wrecking ball to our industry in particular, and the financial recovery for those fortunate enough to be in a position to recover, is a tough ask. Customers have the same financial challenges and are certainly expecting a lot more mileage from their Rands. The only way to get more “bums in beds/seats” is to provide consistent, exceptional interaction. The currency for success is amazing staff who live your brand 24/7, who engage with your customers with enthusiastic confidence. Staff who go above and beyond at every opportunity to get that automatic re-booking and word of mouth engine working in your favour.
The currency for success is amazing staff who live your brand 24/7, who engage with your customers with enthusiastic confidence, going above and beyond at every opportunity
MARK HIBBERD

Countless surveys, like this one shown from SuperOffice, have proven that poor interaction with personnel is the single most prevalent reason customers change brands. Gearing your brand to fully embrace customer centricity will ensure long term financial sustainability. And all it takes is to create meaningful experiences. Customer-centric businesses generate greater profits, increased employee engagement, and more satisfied customers.
It takes consistent effort, of course, but let specialists take that on for you. From accredited in-house learnerships and multiple workshops for managers and supervisors, we have everything you need to make customer centricity a fundamental in your establishment. I look forward to your call.