A hotel chain approached our psychology-based firm for assistance in improving its client experience through an emotionally driven communication program. Our firm utilized perception change and emotional change design to create a customized program that emphasized empathy, active listening, and positive language to enhance communication between employees and clients.
The hotel chain operated in several locations and identified that inconsistent levels of client satisfaction across its properties negatively impacted its reputation and client loyalty. The hotel chain approached our psychology-based firm to help them develop a program that would help employees better understand clients’ needs and expectations and communicate more effectively with them.
Our psychology-based firm utilized perception change and emotional change design to develop a program that would not only teach employees how to communicate more effectively but would also change their perception of clients and create emotional connections.
- Perception Change: We conducted a needs assessment to identify the areas where the hotel chain’s employees could improve their communication with clients. Based on the results, we designed the program to challenge employees’ preconceived notions and biases about clients. This included emphasizing the value of every client and the importance of treating them with respect and empathy.
- Emotional Change Design: We utilized emotional change design to create a program that would help employees build emotional connections with clients. We focused on creating a positive emotional experience for clients, which would encourage them to return and recommend the hotel chain to others. This included emphasizing the importance of active listening, empathy, and positive language to create a warm and welcoming atmosphere for clients.
- Program Implementation: The program was rolled out across the hotel chain’s locations, with employees receiving training in small groups. The training sessions included interactive exercises and discussions, and employees were encouraged to practice the skills they learned in their day-to-day interactions with clients.
The implementation of the emotionally driven communication program utilizing perception change and emotional change design had a significant impact on the hotel chain’s client experience. Client satisfaction scores improved across all locations, and employees reported feeling more connected to their clients. The hotel chain’s reputation also improved, with positive reviews and increased client loyalty.
Our psychology-based firm’s use of perception change and emotional change design helped the hotel chain improve its client experience through an emotionally driven communication program. By changing employees’ perceptions and creating emotional connections with clients, the program enhanced communication between employees and clients, leading to increased client satisfaction and loyalty. The hotel chain continues to invest in employee training and development to ensure it maintains a high level of client satisfaction and positive reputation.