Return On EXPERIENCE
ROI's Service Culture Program
The service your Guests receive is what sets you apart from the competition. ROI’s Return On Experience is designed to create memorable, personalized experiences for both Guests and Team Members by embedding a culture of service excellence at every touch point. This program goes beyond traditional service training by focusing on experience design, ensuring that every interaction is intentional, seamless, and emotionally engaging. We develop a customized, holistic Guest service program that engages all Team Members, from entry-level to executive management, ensuring the incentives, measurement, training and analysis are all in place to set your organization up for long-term success. We help create a "culture of service" that impacts the entire Guest experience through Team Members who care.
The Return On Experience program focuses on providing what we call the 5 Star Experience, which establishes these five service expectations throughout your organization:
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1★ WelcomingMake every person feel invited and accepted.
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2★ ProactiveLook for opportunities to take initiative and create a positive experience.
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3★ ValuedShow every person they matter.
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4★ SeamlessMake it a smooth, hassle-free experience from start to finish.
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5★ PersonalizedMake it unique to every person.
By combining experience design, touch point mapping, and team empowerment, Return on Experience ensures a differentiated and lasting impact on both guest satisfaction and Team Member engagement. The result? A truly immersive service culture that sets your brand apart.
Key Elements of the Return On EXPERIENCE program:
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1★ WelcomingMake every person feel invited and accepted.
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2★ ProactiveLook for opportunities to take initiative and create a positive experience.
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3★ ValuedShow every person they matter.
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4★ SeamlessMake it a smooth, hassle-free experience from start to finish.
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5★ PersonalizedMake it unique to every person.
Return On EXPERIENCE
TOUCH POINTS
We Define Touch Points to Create Your Guest Experience An experience is the totality of all that is perceived, understood, and remembered in a main event, which is made up of a series of smaller events that we call touch points.
What is a service touch point? Touch points are key points of contact the Guest has that represent important interactions along their journey. These interactions often include engaging with team members but occasionally may involve an interaction with something physical.
The accumulation of these touch points determine the Guest’s overall experience. You might draw an analogy between this and to a movie, which is made up of many scenes, each one designed to evoke a certain emotion and advance the storyline along.
The most obvious touch point is when a Guest enters the business. Their initial experience of what they see, hear, smell and how they are greeted greatly impact their first impressions. From there, they move on to the next touch point in their journey… then the next.
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Identify the touch points. We put you in your Guest’s shoes and visually walk through their journey as they enter the property, or initially come in contact with your service. We work with you to determine every touch point along the way as if you’re watching scenes unfold in a movie.
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Develop the desired experience for the Guest at each touch point. Consider each of the human senses and the Five Star Experience expectations at each point.
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Determine the “lead roles” at each touch point. These are the people and/or things that play a role in the experience at each touch point. An example of “things” might be a menu or a piece of technology they interact with.
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Write out a brief description of what should take place at each touch point. Be specific as to what should be said and/or what action should be taken.
How We Help You Establish Touch Points
Developing your touch points with this much specificity will ensure consistency across your team. It will provide a basis for your service standards, and ultimately used to build training and performance measurements.