Examining the Impact of Customer Experience in The Hospitality Establishment - A Case Study of Chariot Hotel, Molyko Buea

Abstract

It is no coincidence that brand loyalty was stronger then, than today as brand was used by costumers as a proxy for quality, in this era organization that could reliably deliver a product on time, in full; every time earned costumers trust, then loyalty. A company’s relationship with its customers is much more than improving product rating or decreasing wait times. Understanding the customer journey is about learning what customer experience from the moment they begin considering to purchase, and then working to make the journey towards buying a product or service as simple clear and efficient as possible. Therefore, delivering a consistently good costumer experience require the execution of a hierarchy of sequenced requirement and that each level must be satisfied before the next becomes important. Delivering the type of costumer experience that will lead to customer loyalty in a competitive market now requires organization to pay attention to their performance. A company’s abilities to deliver an experience that sets its eye on its customers will increase the amounts of costumers spending with the company and inspire culture. An important factor in costumer experience that Chariot hotel need to lay emphasis on is the relationship between the employee and the costumer so as to deliver better services and thus improve on the customer experience.