The document discusses how the hospitality industry can learn from other industries about improving customer experience (CX). It provides examples of how retailers like Burberry and Jet.com, as well as travel companies like Delta Airlines, utilize customer data and mobile technologies to deliver personalized service. These industries are seeing increased revenues and customer loyalty through superior CX. The hospitality industry needs to focus on CX through seamless booking options, loyalty programs, and mobile access to customer data to provide customized experiences on any channel. Adopting integrated technology solutions can help hospitality venues improve operations and profits while meeting rising customer expectations for personalization.

1. What can hospitality
learn about customer
experience from
other industries?

2. Exceptional food
and drink is in
the DNA of your
business…
…but it’s only part
of the complete
customer
experience (CX)

3. Your customer’s experience
is defined by every interaction
with your brand
CX is defined by
the whole journey
BOOKING
EATING
PAYING
REVIEWING

4. CX is what will
make – or break
– your business

5. Customers expect a
seamless, personalised
experience…
…otherwise they
will go elsewhere

6. Your competitors already know this
75%
of companies claim their top objective
is to improve CX

7. Companies that excel at CX and personalisation grow
revenues 6-10% above the market norm…
…up to 66% faster than those who don’t
66%

8. CX will overtake
price and product
as the key brand
differentiator by
2020

9. What are other industries doing…
…and what can hospitality venues
learn from them?

10. Retail
Burberry
Burberry staff use
iPads on the shop
floor to access key
customer data.
This information allows
them to identify high
value customers
or those who need
additional assistance

11. What can you learn
from Burberry?
Instant access to data
about individuals allows
customer-facing staff
to provide a more
personalised service

12. Retail
Jet.com
Ecommerce vendor Jet.
com:
Invested heavily in CX
Implemented a
program of continuous
improvement for CX

13. What can you learn from Jet.com?
Realised 20%
operational cost
savings
Saw an 8%
increase in customer
spend
Business
sold to Walmart
for $3bn
20% 8% $3bn

14. Retail
intu
Order & Pay
technology is gaining
traction in shopping
centres
Benefits include a
typical 5% uplift
per site
Recover some of
the £1.3 billion that’s
lost every year in the
UK due to queuing
5%

15. Travel
Delta Airlines
Cabin crew supplied
with handheld devices,
providing instant access
to customer data
Frequent flyers can be
identified in seconds

16. What can you learn
from Delta Airlines?
Again, timely access
to customer data at
‘moments of truth’ is
crucial to personalising
experiences and
building loyalty

17. Travel
of travellers want
personalised offers
of travellers book trips
on their mobile devices
– in bed
86% 27%

18. What can you learn from
the travel industry?
Mobile access to data
simplifies personalisation
You must make your
services available on
mobile 24/7 – it’s what
your customers want

19. Financial Services
people in the UK
now use mobile apps
to bank online
Mobile banking has exploded in popularity:
Mobile users
logged in 5.5bn times
during 2017
More than half use
mobile banking apps
to pay bills
5.5bn22m

20. What can you learn from the
finance industry?
Mobile offers 24x7x365
convenience to
customers
Customers are
increasingly willing to
carry out transactions
using their mobiles
Automated booking widgets
and telephone booking
systems offer multi-channel
options to customers
Mobile apps and online
channels provide an
opportunity to upsell or
cross-sell other products
and services such as gift
cards, experience packages
and more...

21. Conclusion
Many other industries recognise the
importance of CX, and hospitality can learn
much about finding new ways to offer
convenience, flexibility, and personalised
experiences.
But there’s no need to start
from scratch.

22. Zonal’s range of industry-specific tech can
help you enhance your hospitality venue’s
CX and get ahead of the competition. From
round the-clock booking options to smart loyalty
schemes – all integrated with an intelligent EPoS
system. Zonal has the tools to ensure you deliver
an outstanding CX that keeps your customers
coming back time and time again.

23. Key takeaways
Smart, integrated
technology can deliver
more efficient operations
and bigger profits
There are significant
financial benefits to
improving CX – don’t
waste them
Mobile data access
is critical to improve
in-venue service to
customers
Customers want to
do more with their mobile
devices – and you should
capitalise on that fact
Customers want
personalised
services – in fact,
they expect it

24. Learn more about how you can serve up an
outstanding CX in your venue by downloading
our special eGuide.
GET YOUR EGUIDE NOW