When a customer can differ metres and moments apart

#customerexperience is about understanding your customer and pre empting what they need and want, and when and where.

It’s not a one size fits all. In fact the same customer will want and need different things, just moments and metres apart. 

The InterContinental Fiji Golf Resort & Spa understands this perfectly.

On a recent visit, it was great to hear how their hospitality areas and ordering systems are tailored around their customers known behaviours and and pain points.

For this resort, it meant:
🍹 Remote technology ordering by the pool and on the beach, knowing that guests don’t want to lose time by leaving their sun lounges to order. Ie lean in to your guests wanting to maximise pool time and relaxation.

🍽️ No technology in the restaurants, where guests want human interaction. Ie lean in to the full Fiji ‘Bula’ hospitality and promote the culture guests have traveled to Fiji for.

Understanding your customers needs is important, but tailoring a solution is key.
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