According to latest survey insights, close to 32% of Gen Z customers say ‘They’ll walk away from a brand they love after just one bad experience” – A reminder that customer experience (CX) needs to be at the top of mind at all times and has never been more vital.
It can be provocative to label customers as picky or impatient, but there is proven research on what happens to customers on a neurological level when they are forced to deal with situations. Businesses should understand that the hard wiring of customer’s brains and their neurological desire for flow and ease are part of their expectations. Its either businesses adapt to this research or risk losing customer base to competition. Let’snot forget, customer experience equals expectations which in turn means business.
The industrial revolution has brought about changes in how businesses operate. Be it the first industrial revolution in the 1700s where steam was at the top of things to now, the 4th Industrial revolution with the power of Intelligence being the key aspect. What has changed throughout the years is how customers connect to a brand and react to purchases. With Gen Z coming in as a lucrative target market audience, CX has never been more vital than ever before.
Gen Z is all about innovations and intelligence, never do they fail to surprise businesses with their wants. Gone are the days when Gen X used to communicate face to face or via telephone with brands complaining about what went wrong or Millenniums (Gen Y) complaining about their hassles through emails. With all the technologies in place, Gen Z ensures they get what they aim for and are not reluctant to change their brand.
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Revving up the Revenue
The corona virus outbreak has not only impacted travel in affected regions it has also caused the cancellation of some of the world’s biggest exhibitions, which has adversely affected the hotel industry globally. Though the lockdown for India’s hospitality sector was lifted from June 8 by the central government several states have continued with curbs on usual operations. This has affected the industry on several fronts. Ashok Malkani reviews the upshot of the pandemic on different aspects of the industry and the steps taken by it to tackle this situation effectively.
Coping Up The Impact of Pandemic Challenges
As with other industries, the food and beverage sector is making endeavours to bounce back in business.
The Growing Role of Contactless Dining
Contactless dining has become a buzzword for India’s food service industry in these trying times. It can be helpful in preventing the menace of Covid-19 from invading the guests and staff.
Serviced to Hospitality
Despite the temporary slump in India’s hospitality industry due to Covid-19, one can say with confidence that in the near future, business travel in India would pick up its original momentum. In fact, not only business travel in India is expected to pick up its original momentum soon but it is expected to grow appreciably say five years down the line.
Hyatt Announces ‘Hyatt Loves Local' Initiative
Driven by Hyatt’s purpose to care for people so they can be their best, Hyatt Hotels Corporation announces the ‘Hyatt Loves Local’ initiative, a global effort by Hyatt hotels to uplift and collaborate with small businesses that have been impacted by the COVID-19 pandemic.
A Passionate Hotelier - Wajeed Bagwan, General Manager, Oakwood Premier Prestige Bangalore
Wajeed Bagwan, General Manager, Oakwood Premier Prestige Bangalore has over 27 years of experience in hospitality in India and the Middle East, specializing in setting up and launching new star properties. Having worked with world-renowned groups including the Taj Group of Hotels, Oberoi Hotels & Resorts, The Leela Group and Radisson Hotels & Resorts. As a specialist in pre-opening and operations, Mr. Bagwan has an excellent record of accomplishment of efficiency, which includes functioning and capacity building style of management. In an exclusive interview with Sharmila Chand, he talks about his working mantra and more…
Effect of COVID-19 on Hospitality Industry
The economic damage caused by COVID-19 novel corona virus pandemic is difficult to predict. However, there is widespread agreement among economists that it will have severe negative impacts on global economy. The hospitality and leisure clients were the first ones that experienced bad weather conditions but they are moving quickly and remain focused to understand and quantify the operational and financial impact for their business. The hospitality industry showing maturity, by working together, is showing true hospitality commitments by helping the society, where it can. With the Mission Begin again and the subsequent unlocks, the hotels were allowed to open, with SOPs. Ashok Malkani tries to gauge the impact of the lockdown on the hotel industry and how it is meeting the challenge of keeping the properties’ environment safe for the clients.
Hospitality Resumes with Added Safety
With hospitality properties being allowed to resume operations across India, it seems that the pitch dark period for India’s hospitality industry which began in the end March of this year, is showing signs of erasing to a new dawn.
Facilitating a Hygienic Kitchen
Hygiene doesn’t come on a platter, especially in the commercial kitchens
Incorporating Greenery in Hotels
Landscaping is an important component of hotel design and plays a crucial role in enhancing the property’s value.
Making it in Mobile: 19 Years of Resilience in a Competitive Industry
Wireless industry solution provider Live Wireless shows what it takes to make it in a competitive industry: nimbleness, patience, and balance
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What About Murder?
Reference Books Reviewed
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