The guest experience is a lot like the customer experience — a phrase more people are familiar with. In fact, ‘guest experience’ is an adaptation of this term, but focused on the hospitality industry. It is the experience that a guest has with a brand.
So why the distinction?
The nuance between the two is subtle but significant. A customer is a patron, meaning that they purchase or receive a product or service from a business or merchant. Conversely, a guest is a recipient of hospitality, whether that be staying at someone’s home, a hotel, or shopping at a high-end retail boutique.
Guests are more than just purchasers of a product or service, they are there for the experience that surrounds it — all of the small (and big) moments that make up the entire experience.
At Gatsby Valet, we consider ourselves specialists in elevating the guest experience. That’s why we created the tagline, ‘Driving first impressions’ which speaks to the unique curbside experience we offer through our valet services.
However, our hospitality doesn’t end there. We offer specialized traffic direction, event oversight, ambassador services, and more to a variety of clients across diverse industries. Our differentiator is our acute focus on delivering an unexpectedly elegant and professionally executed guest experience, no matter what the task.
Why does the guest experience matter?
For businesses, a positive guest experience:
For customers, a positive guest experience:
How to improve your guest experience
How you examine and address your guest experience depends in part on the products and services you’re providing. That said, for all industries, there are a few important (and simple) areas of your experience to evaluate:
These questions are great starting points for looking at your guest experience through your customers’ perspective.
To better understand and adapt your guest experience in order to elevate your brand (to not only increase sales, but also retain and attract customers), contact Gatsby Valet — experts at first (and lasting) positive brand experiences.