A quick example of retail sales, BlockBuster had a standard of service that required the attendant to welcome every new arriving consumer when they entered. The most often, the attendant was at the register and barely raised his head to offer. The standard was met, having received a "yes" during any inspection audit, but the escort did not fulfill the intention to make me feel welcome in the store. You can not measure the emotional effect or impact without introducing some element of subjectivity. Therefore, the inspectors were replaced by consultants. Initially, quality assessments were expanded to add maintenance elements, before many physical examinations were eventually eliminated. "Memorable moments" became the latest fashionable word
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Major industry players are starting to adjust and accept quality assurance audits that talk about how the guest felt. The measurement of whether the service was performed was replaced by an assessment of the success of the hotel in providing a lasting, unforgettable impression of the guests.
Rob Rush, executive director of LRAWorldwide, a leading research department of Customer Experience Management and a consulting company, shares his point of view. "The design, philosophy and implementation of quality assurance programs focused on the hospitality industry have changed over the years and changed in response to changes in our society, consumer and technology. Brands increased their game to offer more emotionally. As a result, consumers get a more consistent, unique and unforgettable experience, which pleases. This naturally leads to a rise in the expectations of the guests, which simply puts more pressure on brands to provide differentiated ones. We all benefit, as more and more brands work hard to improve this experience. "
As quality assurance providers evolve to stay informed with their brand partners, they also face the onslaught of social networks. By their nature, social media is an extension of quality assurance. Instead of paid inspectors trained in brand standards and expected results, hotels now have an extensive pool of consultants ready to share their experience (good, bad, indifferent) with the world. How this information is used and used to inform the quality assurance audit is
Major industry players are starting to adjust and accept quality assurance audits that talk about how the guest felt. The measurement of whether the service was performed was replaced by an assessment of the success of the hotel in providing a lasting, unforgettable impression of the guests.
Rob Rush, executive director of LRAWorldwide, a leading research department of Customer Experience Management and a consulting company, shares his point of view. "The design, philosophy and implementation of quality assurance programs focused on the hospitality industry have changed over the years and changed in response to changes in our society, consumer and technology. Brands increased their game to offer more emotionally. As a result, consumers get a more consistent, unique and unforgettable experience, which pleases. This naturally leads to a rise in the expectations of the guests, which simply puts more pressure on brands to provide differentiated ones. We all benefit, as more and more brands work hard to improve this experience. "
As quality assurance providers evolve to stay informed with their brand partners, they also face the onslaught of social networks. By their nature, social media is an extension of quality assurance. Instead of paid inspectors trained in brand standards and expected results, hotels now have an extensive pool of consultants ready to share their experience (good, bad, indifferent) with the world. How this information is used and used to inform the quality assurance audit is