Understanding Customer Experience: the Boyne Resorts Mini Case

Boyne Resorts has developed an employee program to enhance customer experience.

Source: http://thesummitcrew.blogspot.my/p/boyne-basics.html

How does it work? In my opinion:

• the modules aim to make the customers experiences their service positively, and perceives it positively.

For instance, " have passion for our customers and products" , or " hospitality bubble" help to create pleasant experiences and impressions, where customers feel the warmth employees emanate.

Whereas modules such as "Excellence in Execution" , " Personalized Service" aim to ensure good performance and ensure customers have a good time at the resorts.

• the program also intends to deliver momentary satisfaction as well as long term quality.
  While the module " Think Long Term" quite clearly speaks of itself, the modules also serve to create consistently good service by developing employees who are also great people, hospitable, responsive, take ownership and courteous. Consistent positive emotions and experience will help shape positive impressions, and set customer expectation, as well as continuously confirm the beliefs that Boyne represents positive, pleasant experience.

• A little surprise and spark every now and then
  In line with the hedonic adaption view, modules like "Be Innovative and Exemplify and Can Do Attitude", " Deliver Individual Service", "Anticipate" as well as focus on personalized service may help to deliver unique, distinctive experience. This way, employees are empowered to deliver service and experiential detail that differs from one person to another, as well as one moment to another.

• Happy workers are productive workers
  The modules recognize the well-being of the employees themselves. First, they are required to be great people. Who wouldn't feel great being great people? More so, if they are encouraged to work in teams, support each other. Also, the employees are trained to feel " at work, at home, in the community" . In this sense, not only their work experience pleasant, it's also functional - to lead, take ownership to deliver unique service to guests with great passion.