Kendeo Core: Customer Touchpoint Mapping
Objective: To improve the performance and revenue contribution of the front line staff in a major hotel in Las Vegas.
We created a training program as part of a decoding project to improve the behavior, competency and execution of front line hotel staff. In this case, the Bellhop group of a Las Vegas client.
Touchpoints Encoding helped define the service model, the language and behaviors of staff, customer segmentation, and hard skills like body language, listening skills and how to overcome customer challenges.
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