What timeframe does the customer experience (CX) map encompass?
Answer
The entire guest lifecycle, before arrival and after departure.
Customer experience maps out the entire guest lifecycle, covering every point of contact starting long before arrival and extending after the guest has departed.
Related Questions
What is the primary focus of hospitality, in contrast to customer service?According to the text, what illustrates exceptional hospitality versus merely good customer service?What timeframe does the customer experience (CX) map encompass?Where is true responsibility for Customer Experience (CX) typically located within an organization?What specialized expertise might a concierge in a major cultural hub be expected to demonstrate?What function do Housekeeping Staff provide that is critical to the tangible guest experience?How do IT and Digital Support staff indirectly support the overall guest experience?What constitutes the transition from reactive service recovery to proactive customer success planning?What is described as a high-quality example of service moving into true hospitality?What factor is cited as a hidden but powerful determinant of consistent external customer experience delivery?