Trust
Guests need to trust that they are at the centre of all decisions,. that it is not all about money. Show them you have integrity
Trust can be gained by providing the advertised and agreed experience and by owning mistakes when they happen.
​“Decisions are very much informed by our emotional state since this is what emotions are designed to do. Emotions quickly condense an experience, and evaluate it to inform our decision, ...”
Moshe Ratson
"When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion…” Dale Carnegie
​At CX Training for Pubs, our approach is built on emotional intelligence and empathy, focusing on key emotions that shape guest decisions. The first of these is trust. Guests need to feel confident they are in safe hands — that your business genuinely cares about their experience and will deliver on its promises. Often described as a critical emotional driver, trust is the foundation of every successful guest relationship. Without it, guests simply won’t return.
If you would like to know more, get in touch.
Benefits
"By 2020, 90% of brands will compete on CX rather than product or price." (Gardner)
CX training is a cheaper and more effective method of acquiring new guests.
It costs less to retain an existing guest than to acquire a new guest.
An outstanding experience will make you stand out from your competitors.