Episode 5 - Gen Z and CX

May 19, 2024 by
Ebtihal Taha

As my friend, who works in the CX field in Dubai, came for a short visit to Egypt, I casually asked her how her stay was going. Little did I know that her response would open the floodgates to numerous failing CX encounters.

One particular incident stood out among the multiple examples she shared with me. It happened as they were checking into a 5-star hotel. The reception hostess handed them the key-cards to their rooms;

Hostess: "I have to rush as my friends are waiting for me."

With a puzzled expression, my friend inquired: "Which card is for which room?"

The hostess replied nonchalantly, "You will figure it out, so no worries. I have to run."

My friend's jaw dropped, and she couldn't believe what she just heard. "What?! Anyone else gonna help us?!" she exclaimed, hoping for a bit more assistance or at least some clarity in this situation.

The hostess's indifferent attitude towards their guests' check-in process was shocking and far from the customer-centric approach expected in a 5-star establishment. It left my friend and her companions feeling stranded and unimportant.

Encounters like these can leave a lasting impact on guests, tarnishing the reputation of the hotel and influencing their overall perception leading to dissatisfaction and damaging the brand's image. This encounter highlights the importance of instilling a customer-centric mindset across all levels of customer service, especially in the hospitality industry.

Key Takeaways for Businesses:

  1. Empower Your Team: Train your staff to prioritize customer needs and go above and beyond to ensure a smooth and pleasant experience.

2. Take Responsibility: Encourage a culture of ownership and responsibility among your team members. Customers appreciate businesses that go the extra mile to take care of their needs and concerns.

3. Define Processes and Roles: Establish clear processes and define roles and responsibilities within your organization. This clarity can help avoid confusion and gaps in service, leading to smoother customer experiences.

Join us in future episodes of "The CX Files" as we continue to explore captivating stories and decode the secrets to exceptional customer experiences. Don't forget to Like, Subscribe, and Share to stay up-to-date with the latest insights!

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