Guest Experience Strategy

Guest satisfaction matters for every business, whether you are a start-up or a legacy business. Guest loyalty overall is shrinking, guests are not loyal to one company anymore – or are they? Guest experience process is a strategic tool – the most important tool a company may have. In addition to a theoretical framework, we will provide you practical tools to manage your customer happiness.

Course objectives

understanding the customer mind.
coping with varying customers and varying expectations.
practicing customer experience creation with hands-on tools.
creating a guest experience strategy for your company or for an imaginative company.

After completing the course, the participant:

is familiar with the concept of customer loyalty and customer expectations.
understands the importance of ever-increasing customer demands and how to cope with them.
can build a guest experience strategy.
can evaluate and use metrics for the strategy created.

Skills

After completing the course, the participant:

Understands guest loyalty and customer satisfaction, and understands how it contributes to the success of every business.
Understands how and with which tools guest experience strategy is created.
Can create a guest experience strategy.
Can measure the success of the strategy created and amend it, when needed.

This course is feature of Haaga-Helia Online

Haaga-Helia Online offers extensive and in-depth study modules, which include various digital learning materials, assignments, tests and supporting materials. The participants will receive a certificate for every course they complete.