Management Success: 5 Ways to Create the Best Customer Experience

As a service provider, your main focus is to provide the best overall experience to your guests. However, the backbone of what goes into a great customer experience is commonly overlooked by many. A quick Google search will return more information than you’ll know what to do with. Thankfully, this is NOT that type of article. The following tips and concepts below will guide you in creating and managing a successful experience plan.

#1 Conduct a SWOT analysis

The first key step in generating a guest experience is understanding yourself and organization. Identifying the strengths and opportunities can help generate ideas for unique offerings and align with your vision. This focuses the attention on the resources and things that you are good at. In addition, this model also identifies threats and weaknesses. External sources can also have a harmful impact. You should always be setting goals in areas that need improvement. In return, this can make you more aware of the surroundings and improve the guest experience.

#2 Segment Visitors

Understanding your guests will help you deliver the highest quality experience. Segmenting visitors based on several characteristics will make their encounter much more enjoyable and personalized. This involves differentiating by service offerings and tiering. You can group buyers by:

  1. Demographics: This typically involves age, race, religion, gender, family size, ethnicity, income, and education.You can pull census data to determine who, where, and how you want to market your product.
  2. Psychographics: Involves personality traits, values, attitudes, interests, and lifestyles. This occurs when you break your market down along these interests and attitudes so you can market the appropriate product to each segment of the market.
  3. Behavior: What are the observable behaviors of the customer (ie-spending, consumption, usage, desired benefits, etc)? Identify how loyal the customers are and tier products and services based upon this.
  4. Need-based: What does the customer truly want in a service? Are they more quality sensitive or price sensitive? How well does a product or service enable the guest to successfully execute any job? Customer needs-based segmentation is valuable because it reveals underserved and over-served market segments that exist in a market and the size of each of those segments.

Segmentation will allow you to better develop and market your products because there will be a more precise match between the product and each segment’s needs and wants.

#3 Plan for Success

Hiring qualified employees for the distribution and delivery of your product is very important. Being in the service industry, guests will encounter the service staff almost immediately, creating personalized relationships with them.

You should create better pay and benefits to attract quality staff. Be on the lookout for outstanding service performers as they bring in natural qualities that cannot be taught. Keep the job scope broadened to encourage the application of new skills. Also, ensure that relevant training and empowerment practices are implemented to allow for frontline staff to feel valued.

All of these cues will make employees happier in their work and provide higher quality service, thus creating a greater customer loyalty base and experience.

#4 Remember to Use and Craft the Service Environment

Crafting the service environment can help exemplify the experience for the guest. This includes the style, appearance of physical surroundings and other elements experienced by customers at “delivery” sites. The service environment can shape the customer’s experience, behavior, feelings, and reactions. The ambiance and spatial design can all increase the desire for certain goods, services, and experiences. It can also help to assess questions related to quality and brand as services are often intangible. Having a strong understanding of your guest’s emotions and characteristics will be key in aligning the proper environment.

#5 Identify Fail Points Through Blueprinting

Using a blueprint to plan out the experience for your guest will identify the on and off stage processes. In addition, this model can also exploit fail points in your service. A fail point is any point within the encounter that has the potential to affect customer satisfaction or quality. Risk is always involved in the service industry, as it is in any activity undertaken in life. However, proper management techniques can help reduce the effects that risk will have on a guest. Using total quality management methods will prevent errors in the delivering process. “Poka-yokes”, or fail-safe methods ensure that certain steps and standards are being followed.

This process allows the provider to understand the service/experience and improves areas that are weak and undefined.


So that’s it! We hope you take these tips into consideration and apply them in your organization to create a great customer experience!

Growing the Ski Industry: The Importance of Small Mountains


Running a mountain is an expensive business. The cost of replacing a lift can be in the millions, and even replacing a T-Bar can cost tens or even hundreds of thousands of dollars. For small mountains that often charge very little for lift tickets, this cost can make operations difficult. However, big resorts have helped make this cost easier to manage. For example, at Titcomb, Sunday River has stepped in and helped cover some costs when Titcomb could not afford them. Sunday River has also donated money so that students at the University of Maine at Farmington can ski at Titcomb for free.


Resorts like Sunday River do this because they recognize the importance of small mountains. Small mountains help grow the sport. The easier, shorter trails and often less-crowded terrain can be much less intimidating to beginners. Local hills also tend to offer prices that make skiing much more affordable, which is important since most beginners are tentative to invest a large amount of money into a sport they’ve never done before. Additionally, small mountains provide a local option for skiers when no large resorts exist nearby.


Larger resorts feel comfortable supporting local hills because their target markets are usually very different. Whereas smaller mountains tend to target beginners, the local community, and customers with a smaller skiing budget, big resorts target customers who are willing to spend more money (often on longer vacations, rather than day visits) in return for diverse and more challenging terrain options and great service. Basically, resorts and local hills aren’t competing with each other. However, local hills can generate more business for resorts. As beginner skiers at small mountains improve, they may look to ski at places where they can challenge themselves more.


And when skiers look for that bigger mountain, where better for them to go than the resort that supported their local hill?




4 Key Elements of Visual Content on Your Social Media Site


1: Get target markets engaged in your content in less than five minutes.

In today’s world, people are busier than ever. People are constantly in a rush. Most people rarely even take the time to read the newspaper anymore. Today, visual content is one of the biggest aspects of advertising. The internet is becoming increasingly more popular every day and Youtube and Instagram are some of the most popular examples of social media. And people just find it entertaining. Today there are many companies that utilize visual content. For example, the entire RedBull Champaign is video content and people are very engaged in their commercials. In fact, their commercials have very little to do with their product. However, the biggest reason why this is a good outlet is because people can get a feeling, and make a connection to whatever it is that resonates them in less than five minutes during your lunch break.

2: It can be Humorous

One thing that I know for certain is that humor is a great way to engage people. A visual campaign that makes people laugh is a great way to get people interested in your social page. For instance, a potential target customer goes on your website and is immediately brought to a humorous video advertising your company. If this video immediately makes them laugh, it will probably create meaningful a meaningful experience for them.

3: Provides Simple Social Analytics 

The nice thing about most of these visual content pages is that they have a comment & like section for your content. Now, it may not be the most accurate representation of how people feel about your company but it will give you a rough idea of what people think of your content. For example, if your Youtube video or blog gets many dislikes you will know that you must change something up if you are not getting views. Things you may need to work on are your tags, and if people have questions in comments you can easily reply to them. This keeps your target audience feeling informed which will make them devoted to your company.

4. Video is a Popular Media Source

Remember, YouTube is a social network that comes with a pre-loaded community just waiting to see how your business can inform and entertain them. Video is a great media source. Most people use videos to learn and discover new things. With busier times come with busier people and less time for a newspaper. You can also create video blogs which may be easier for some people to do because they are uncomfortable with their writing skills. 


We live in the digital age. Video is getting increasingly popular and most people use it as a reliable media source. This source is used and will be used for time to come.

Insights From the Maine Tourism Conference- Ratings & Reviews

om the Anderson family

After attending the Maine Tourism Conference and writing pages upon pages of notes from many different speakers I thought I would share some insights with our readers.

Every business owner should be concerned with their companies rating and reviews no matter their size. Living in a digital world today most consumers use the internet to research every purchase they make. Here are 5 tips to help boost and use online reviews to your advantage.

Bad Reviews Are Not Always Bad

No one is perfect and each customer has different needs and expectations. Don’t take negative or bad reviews to heart. These reviews can actually increase the validity of your other more positive reviews. Use them as an opportunity to grow and become better at pleasing every customer.

Make Every Review Count

When replying to customers review be authentic! Include details and personalization to show that you care about their individual experience. A personalized reply to a negative review can sometimes turn that unhappy customer into a repeat customer. Always thank everyone for the feedback good or bad.

Keep  Reviews Fresh

The more reviews a business receives the less a bad review or 1-star rating will hurt their overall score. Consumers are more likely to trust a business with current reviews that have been posted within the last 3 months. Current reviews also increase the chance of Google promoting your business when it is searched.  This can be accomplished by simply posting a sign in your establishment or on your website asking for customers feedback on sites such as Yelp, Angie’s Lists, or the BBB.

Show Off Great Reviews

Positive ratings are something that should be shared with everyone! This is your time to shine and let customers know what you are doing right. Posting positive reviews on your websites, in brochures, or in your newsletters is a great way to share. This not only reassures frequent customers but potential customers that they can have an equally great experience.

Make it a Habit

Replying and reading reviews can sometimes slip through the cracks when more important day to day tasks arise. Don’t let this happen, take 10-15 minutes out of your day every day to sit down and reply to reviews. This small amount of time is just enough to keep up with current review and provide timely feedback. This is a habit you will not want to break!






3 Reasons Why Link Rot is Hurting Your Small Business

What is Link Rot?

Link Rot is a process by which hyperlinks on individual websites or the Internet in general point to web pages, servers or other resources that have become permanently unavailable. The phrase also describes the effects of failing to update out-of-date web pages that clutter search engine results. Today we are going to focus on how link rot on your website or blog can directly affect small businesses. Here are three reasons why Link Rot is hurting your small business.

1: Its looks unprofessional

Imagine you are driving down the road and your car starts having engine problems. First, you get the stench of burning rubber in your nose, you start to see your fluid gauges go haywire, and the car is making peculiar noises. You do the first thing you can think of and pull into the closest service station. However, when you arrive at said service station it doesn’t take you more than five seconds to build up your first impressions. There is oil on the ground in the garage, the building itself needs a paint job, the mechanics don’t even give you a nod when you pull up. Just by looking at this business from the outside and noting how you feel and are treated, you have already made up your mind that this place clearly doesn’t hold themselves to the utmost professionalism that we desire.

Well, a website or blog that represents your own business may not be any different. Let us look at a slightly different scenario. This time you have not even left your driveway and your vehicle starts having mechanical difficulties. The first thing you will most likely do is go online and start doing research for a local auto mechanic. The first website you pull up is a local mechanic, the website is hard to navigate, it doesn’t look like it has been updated in years, and you’re already moving onto another web page with a more professional atmosphere. Your website or blog represents your business no differently than the building you work in. This, in turn, will make people look at everything you have done and may dismiss you as unprofessional.

2: People may think your business no longer exists

It is possible that people may visit your out of date website or sloppy blog page and figure that you went out of business. If your website has not been updated in years people may think the same about your business. Especially if your contact information is not easily available or correct, potential customers may move on.

3. 404 Error the page cannot be found

This is probably one of the most saddening things to happen to your small businesses blog or web page. Even if your web page is up to date and savvy. If people cannot find your blog page or website within a few searches they will probably give up on finding your business. There is a plethora of information on the web and we want our markets segments to have the ability to know our small business exists. This means going into as much detail on your websites so your customer segments can search for you easily.

Be thorough and make your content easily available and professional. Remember some people do judge books by their covers.