In an increasingly competitive environment and with the social media trend, customers become more and more sophisticated and demanding. People go out and spend their hard-earned money at regular and high-end places like the Ritz-Carlton where they receive ultimate comfort and care from genuine human beings.
Don't think that the guests will be satisfied with a less than excellent service at your organization since your customers visit other high-end destinations. They are entitled to get the most value for their money. The real danger for your company is that customers are inevitably going to compare you to those companies who offer impeccable service and indelible experience. Since they buy, shop and dine at so many different places in town your level of service and courtesy will be tested and compared to all others they have previously experienced.
Fail to impress them with your offer, product, service and you will hear from them when they post an online review based on their experience. If you fail to collect enough stars your reputation will be damaged, you will fail to gather enough word of mouth from unhappy customers and your bad service will be spread all over the the neighborhood, city, the web and the world.
You can either take advantage of the power of social media to build customer loyalty or you can let the public criticize you in front of everybody. A
restaurant that excels in reaping authentic, positive reviews from their
customers will be seen on the reviews sites as being popular, well-liked, and a
safe choice... and this attracts new people.
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