McKinsey's take on luxury hospitality customer experience

Luxury hospitality begins with a signature property, but a well-situated, beautifully designed hotel is only a start

Mar 19, 2024

A culture of excellence is the differentiating factor in the luxury hospitality industry. Leadership that can create a healthy, supportive atmosphere for staff - instilling a devotion to great service while providing staff with the tools, skills, and freedom to make customers feel special - excel at building a best-in-class customer experience, according to McKinsey.

Key takeaways

  • Today, the most powerful differentiator in the service sector is a culture of excellence—powered by staff that can anticipate customers’ needs, exceed expectations, create cherished memories, and make it all feel seamless;
  • Luxury properties may potentially see more return from investing in this type of culture than from coating the hotel with marble and gold plating the bath fixtures;
  • McKinsey research has shown that the top factor influencing customer loyalty in the lodging sector is “an experience worth paying more for.”

Get the full story at McKinsey & Company

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