One of the issues in hospitality is staff turnover and part-time staff. This causes inconsistency of service and lack of shared culture - also lack of training.

This means that a strong customer culture is paramount in being able to select the right people, induct people, and train people to deliver a great customer/guest experience. 

We have found that the MRI methodology and measurement tool helps leaders in service industries to create a shared focus around customer experience and then embed it into the culture. 

It requires the tangibility of a measurement tool to create focus and it gives the opportunity for all staff to provide feedback about the current level of customer focus and what should be done to strengthen it. 

This engages them all on the one thing/purpose they all have in common - customers.


Customer Culture is absolutely central to hospitality.


Here is a blog post on Chateau Elan, an example of how a hotel chain has developed a customer culture: https://blog.marketculture.com/2015/08/25/empowering-employees-to-do-the-right-thing-for-customers/