customer experience management

December 26, 2023 •

6 min reading

Transforming customer experience management: The power of hospitality

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More than a mere word, hospitality has evolved from being a term primarily associated with the hotel and restaurant industry to become a universal principle, a philosophy that transcends sectors and takes root at the core of organizations implementing robust Customer Experience Management (CEM).

  • The effect of hospitality on Customer Experience Management outcomes
  • Ways to cultivate a hospitality culture in any type of organization
  • Ways to measure the impact of hospitality efforts in the customer experience
  • Examples from top brands who have integrated hospitality into their business


It is not merely about amiable smiles or exceptional services; it is the force that guides visionary leaders in their unwavering quest for excellence in customer care. From the hotel industry to digital market startups, hospitality has become the guiding light illuminating the path toward customer loyalty and business success.

According to a report by the Aberdeen Group, companies prioritizing hospitality experienced a 6.7% increase in annual revenues compared to those that did not. This is primarily because hospitality fosters both cross-selling and upselling opportunities.

On the other hand, the Service Complaints Research Institute (SERV) at Arizona State University reports that 70% of customer complaints can be effectively resolved and recommends a culture of hospitality as one of the values to embrace.


From transactional to experiential

Hospitality and its relationship with customer experience management

Hospitality can be defined as a spirit and mindset that permeates the management of experiences, attending to every detail of the user's interaction with the company, making them feel comfortable from start to finish.

"Inviting a guest is being responsible for their happiness throughout their stay," once said Brillat-Savarin. And that's the foundation of proactive Customer Experience Management.

This means we're not just talking about an industry, but a concept that places experience at the center of the conversation and aligns with two essential trends for customer satisfaction:

  • The Experience Economy;
  • Value Creation in Service.

When companies embrace a hospitable mindset, customers feel a genuine emotional connection, often leading to a greater willingness to spend more and return, solidifying the Experience Economy.

But here's the twist: hospitality can also enhance operational efficiency. When experience is approached proactively, issues can be identified and resolved more effectively, sometimes even preemptively.

Hospitality-trained staff are more inclined to make informed real-time decisions, reducing resolution times and streamlining internal processes.

Cultivating customer loyalty and authentic connections

By adopting a culture of hospitality, companies can cultivate deeper and more authentic relationships with their customers. This translates into greater loyalty and retention, as satisfied customers are more likely to return and recommend the company to others.

Hospitality contributes to more effective communication and quicker problem-solving because customers feel valued and heard.

Personalizing interactions, kindness, and meticulous attention to detail are key elements of hospitality that drive exceptional customer experience management, creating an experience that goes beyond business transactions and forges lasting emotional connections.


How to incorporate hospitality into your business?

Hospitality, being a human virtue, is often considered an innate quality that cannot be learned and applied throughout an organization as a whole. This is a misconception. In truth, various values associated with hospitality can be nurtured so that this virtue becomes deeply ingrained in your company. Here’s how to do it:

Promote active listening

Implement systems to regularly and systematically collect customer feedback. This includes surveys, social media feedback, and training staff to listen and effectively respond to customer concerns and suggestions.

Employee training and development

Provide ongoing training, or specialized training in service excellence, to equip employees with effective communication skills and empower them to handle challenging situations. Foster an environment where employees feel valued and motivated to deliver exceptional service.


Utilize the customer data collected to provide tailored experiences. This can encompass specific recommendations, exclusive offers, or simply remembering individual preferences. Personalization fosters deeper connections with customers and is an indispensable aspect of hospitality.

Measurement and continuous improvement

Establish performance metrics related to hospitality, such as customer satisfaction, loyalty, and retention. Employ data to identify areas for enhancement and consistently adapt your customer care strategies.

Engage top management

Cultivate a corporate culture that prioritizes hospitality, starting from top management. Ensure that all employees comprehend the significance of creating positive customer experiences and promote values like empathy, courtesy, and kindness throughout the organization.

To successfully implement it, you must also consider that hospitality cannot be an isolated effort. It must be a collective approach to the culture that everyone equally embraces within the organization.EHL Solutions for Organisations  Are you looking to enhance your team's technical expertise or leadership  skills?  Develop your people, address your challenges, and transform your business  practices with EHL Solutions for Organizations  Check here for more details

The challenge of measuring hospitality: Is it feasible?

Hospitality can indeed be measured, yet there is no universal indicator that definitively gauges proficiency in this realm.

It necessitates examination of different types of metrics, which can be categorized into two broad groups: operational KPIs (linked to the effectiveness of customer care) and customer satisfaction KPIs.

Operational KPIs

  • Average Response Time, particularly in the context of addressing complaints.
  • Personalization of the experience, such as the percentage of customers receiving personalized recommendations or the number of personalized interactions per customer.
  • First contact resolution rate: Assesses how many problems or questions are satisfactorily resolved during the initial interaction.

Customer datisfaction KPIs

  • Customer return rate: Measures how frequently customers return. Satisfied customers, stemming from a hospitable experience, tend to revisit more frequently.
  • Customer loyalty index: Gauges how many customers evolve into loyal repeat purchasers. Effective hospitality can elevate loyalty.
  • Customer feedback on personnel: Gathers direct feedback from customers regarding the friendliness, courtesy, and professionalism of your staff. This provides a direct evaluation of your employees' hospitality.
  • Service or product cancellation rate: Quantifies the number of cancellations relative to the total number of customers. A lower cancellation rate typically correlates with a more positive hospitable experience.
  • Customer referral rate: Monitors how many new customers are acquired through referrals from existing customers. Satisfied customers frequently refer friends and family.
  • Customer satisfaction index (CSAT): Measures overall customer satisfaction through post-interaction surveys. A consistent rise in CSAT indicates an enhanced customer experience attributed to hospitality.
  • Net promoter score (NPS): Determines customers' willingness to recommend your company to others. A higher NPS score often aligns with more positive and hospitable experiences.

Finally, don’t forget the direct relationship between hospitality and the Experience Economy. Your organization's financial indicators and understanding how they increase as you create a better experience will help you measure the impact of hospitality within your culture.


Prominent companies leveraging hospitality as a differentiator

These are tangible examples of companies that have embraced hospitality as a pivotal differentiator in their Customer Experience Management:

  • Ritz-Carlton: By making hospitality its cornerstone, Ritz-Carlton achieves a 95% customer retention rate and has increased its revenue by 24% after implementing its personalized service program.
  • Amazon: Its focus on hospitality is reflected in its loyalty program, Amazon Prime, boasting hundreds of millions of members worldwide. It offers a personalized experience with rapid shipping and exclusive content, cultivating loyalty and significantly boosting revenue.
  • Airbnb: Airbnb is a striking example of how hospitality can revolutionize an industry. By fostering hospitality among hosts, Airbnb has transformed the way people travel and lodge.
  • Starbucks: Starbucks has infused hospitality into its corporate culture, enabling them to maintain a devoted customer base. According to Starbucks statistics, their rewards program,
    Starbucks Rewards, encompasses over 23 million active members in the United States, constituting approximately 44% of all transactions.

These illustrations underscore that hospitality is not an abstract concept; it can be translated into personalization, problem resolution, intimacy, and other positive values within the realm of Customer Experience Management.

We invite you to continue enhancing your capabilities in Customer Experience Management. The next step may be to read the following guide:

How to Achieve Service Excellence? A 7 Step Action Plan