Business executives in a 2019 study named “customer experience” as the single greatest opportunity for their organization. The reasons are clear:
• Great CX cements customer loyalty. Businesses that offer an outstanding customer experience can realize 1.6 to 1.9 times greater annual growth in customer retention than those that don’t.
• Positive experiences produce new business. Nearly three-quarters (71%) of consumers say they’ll recommend a company that delivers a great experience.
• Exceptional CX lifts profits. More than two-thirds (67%) of consumers are willing to pay more to patronize a business that excels at CX.
However, while 80% of businesses believe they’re delivering on their CX promise, only 8% of consumers believe they’re receiving a first-class customer experience.
Where’s the disconnect?
Important information may get lost through the guest ordering process, creating a frustrating experience for customers. Most often, an encounter falls short due to a failure of communications between staff members and guests. Important information might not accompany the guest through their visit, requiring a frustrating repetition of details. Or staff may fumble guest handoffs, resulting in unnecessary delays that anger customers and tarnish your brand.
Even if your business has a guest management system in place, you could experience service hiccups if the platform does not provide “central command “ for easy information gathering, quick communications and effective guest tracking.
What’s more, if your guest management system can’t capture key visitor metrics, the cause of a breakdown in your customer’s journey might be next to impossible to identify.
LRS Connect: Taking the guesswork out of guest management
Long Range Systems’ LRS Connect platform helps you deliver the flawless experience your customers expect. LRS Connect’s comprehensive, smart browser-based guest management system seamlessly manages visitor flow and staff communications from end to end throughout every customer encounter.
“LRS Connect was designed so our customers can better serve their guests and staff, providing a premium guest experience while optimizing staff efficiency,” said Marc DeVinney, Vice President of Product at Long Range Systems.
The flexible platform captures essential guest experience information and provides a logically structured and easily followed tracking platform designed to ensure that your customers never get “lost in the system.”
Learn more about LRS Connect and how it can help your business by downloading your copy now.