Jonathan Levav, Professor of Marketing at Stanford Graduate School of Business, argued that there are three things that can measure customer experience’s satisfaction: anticipated, experienced, and retrospective utility. The three explains that the satisfaction acquired by customers happens before, in, and after their experience of using a product or service. Now that we know experience is a process and not only a one-time occurrence, how exactly do we give the best and wholesome experience to our customers? What will be the trend in 2021, post Covid-19?
Bukit Vista has successfully hosted BV E-talk #9 on December 2nd, together with our Co-Hosts, HMPI DPW 2, HIMTA UI, and KAMADIPA UGM. We presented an inspiring and delightful discussion about The Newest Trends of Customer Experience in 2021. The talk was delivered by our outstanding speakers: Raihan Al Fauzan from Tokopedia, Gegen Sumarjana from Booking.com, Vendy Prihayana from OTA Insight, and EliezerAndreas from Bukit Vista.
The discussion started with the first topic: the relationship between customer habits and customer satisfaction. All speakers agreed that the two have a strong relationship. Raihan argued that with customer habit data, we can differentiate between the user and the actual customer. It can also be a tool to know their expectation without actually asking them. It creates a trajectory to plan what services we can give to meet their satisfaction. Gegen emphasized that accurate data and its interpretation of both is very essential for the hospitality industry and the two have to be balanced. A practical example was delivered by Vendy that the two data can be used to decide best room pricing and one of the tools that can be utilized is NPS (Net Promoter Score).
As we all know, in this time of the pandemic, all the data from the previous year is not applicable for this year. It raises the need for more technology use and business sensitivity to adapt to changes that are happening and to survive and thrive again in 2021. Watch our discussions more on our YouTube channel.
Bukit Vista is a Bali villa management startup company. We manage 170+ luxury properties in Bali, Yogyakarta, and Nusa Penida. Currently, we are open for Customer Relations and Reservations Full Time position, remote internship positions, and many more. You can join our super team by applying at our website here. Inspire Delight! (Arvi, HR Team of Bukit Vista)