How to put the smile back into your business | Travel Industry News & Conferences – EyeforTravel testing

How do you fill those difficult mid-week spots, without inviting online travel agents to the table?

John Potter, managing director of Potter’s Resort in Norfolk has the answer – and the secret weapons, he says, are emoticons.

“In business, we suck at measuring relationships,” he told the EyeforTravel Europe 2018 summit in London on Tuesday. “They are fluffy and intangible. But we have gone through the product era and we are now in the relationship era.”

When Bain & Company asked company directors if they delivered a superior customer experience back in 2005, 80% of them thought they did. When the consultancy asked their customers, only 8% agreed.

So Potter, whose resort fills 250,000 bed nights a year, started to delve into this gap to find out more accurately what customers thought.
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