Hotels: an example.
customer experience agent: The Experience Architect
Service standards exist mostly as things the longest-serving staff happen to know, so guests get a different hotel depending on which property they walk into. In this example, the assistant maps the journey a guest actually takes and writes the standard for each moment.
An illustrative example, not a client result.
Example figures.
- Net promoter scoreUp from 41 over two seasons
- 68
- Touchpoints mappedBooking to checkout, all four properties
- 134
- Service standardsWritten, teachable and observable
- 9
- Signature momentsDesigned once, delivered at every property
- 3
What changes.
In this example, the net promoter score reaches 68, up from 41 over two seasons. 134 touchpoints are mapped from booking to checkout across all four properties, nine service standards are written so a new hire can be taught them and a manager can watch for them, and three signature moments are designed once and delivered at every property.
What the Experience Architect does.
The customer experience seat, one of nine that come with Workspace Assistant.
Maps the journey the guest actually takes. Every touchpoint from the first search to the final email is listed, including the ones nobody owns.
Turns service into a standard. Each moment gets a written standard a new hire can be taught and a manager can watch for.
Designs the moments worth remembering. A small number of deliberate high points are built in rather than hoped for.
Finds the failure before the guest does. Weak points are ranked by how many guests hit them and how badly.
Closes the loop on every complaint. Each one traces to the touchpoint that caused it and the standard that failed.
How a fix moves.
- A question arrives in plain EnglishFrom a review, a note or a manager
- The Experience Architect maps itAgainst the group's own guest journey
- The failing standard is namedNot the person who was on shift
- The Contrarian challenges the fixThe critic seat reviews before delivery
- You approve, then it rolls outApproval is required by rule