BVA Xsight

THE SECTOR'S BIG CHALLENGES

The hotel and restaurant market has been undergoing radical changes for years in an environment that has become increasingly complex. Yet, despite the economic difficulties, the sector is still generating global growth that conceals wide disparities. In the restaurant sector, traditional chains, which kept customers coming in with aggressive pricing policies, have hit hard times, unlike smaller restaurants that have focused on innovation and differentiation to appeal to customers. In the hotel sector, competition from disruptive new entrants, pressure on prices from OTAs and new classification standards have clearly changed the landscape, where concentration and internationalization is the current trend. The brands that have come out top have focused on increasing quality, with customers willing to pay for higher quality services. Today success can be found at brands that have focused on service-based differentation, where creating value is based on the customer experience.

THE BVA APPROACH

BVA adopts a totally customer centric approach: testing adherence to standards is essential for managing your brand, but today the customer experience makes business go round more than anything else.

Because the effectiveness of the Customer Experience program depends on the capacity to produce solutions to optimize your efforts (acting on what quickly generates satisfaction), we offer a 360º customer experience approach that integrates:

• Routinely monitoring your teams’ performance (mystery shopping and auditing)
• Obtaining your customers’ immediate impressions (with the possibility of immediate responses)
• Monitoring your e-reputation in real time.

We also help you change by providing lessons in a fun and meaningful way as we engage your teams and help them implement the experience you promise to your customers.