Attitude, not just reliability, is what keeps our customers happy

At the 2017 NMHC Student Housing Conference in Tampa, Florida, Elauwit proposed and moderated a general session about Customer Experience with the help of The Ritz Carlton and Tampa Bay Lightning. 

Left to Right: John M. Cashion, Corporate Director of Culture Transformation for the Ritz Carlton Leadership Center (expert panelist), Mary Milne, Senior Vice President of Guest Experience & Blue Ribbon Service, Tampa Bay Lightning (expert panelist) and Bruce Sanders, Elauwit's Chief Marketing Officer (moderator).

Left to Right: John M. Cashion, Corporate Director of Culture Transformation for the Ritz Carlton Leadership Center (expert panelist), Mary Milne, Senior Vice President of Guest Experience & Blue Ribbon Service, Tampa Bay Lightning (expert panelist) and Bruce Sanders, Elauwit's Chief Marketing Officer (moderator).

As part of educating and entertaining the attendees, we also used audience polls. One memorable question was, "What do customers say is the most important thing a brand can do to make them loyal to that company?" 

 

Screen Shot 2017-09-29 at 12.28.13 PM.png

 

As you can see, most of the audience (comprised of top leaders in the student housing space) thought "reliability" would be most important. 

In actuality, though, it's attitude that customers said was most important to them. 

 

Independent survey of worldwide customers, conducted by Ian Golding & the Customer Experience Consultancy

Independent survey of worldwide customers, conducted by Ian Golding & the Customer Experience Consultancy

 

In this survey of worldwide respondents conducted by the Customer Experience Consultancy, customers said that "company attitude" was most important to them. And, if you combine the top four responses which all speak to company/employee attitude, that makes up more than 50% of the responses.

It's also important to note that only 4.4% of respondents chose "reliability". 

In our digital space, whether we are an Internet service provider, like Elauwit, a property owner/manager, or the property staff, we all must create an emotional connection, and not just provide reactive support.

The session at NMHC was moderated by Bruce Sanders, Elauwit's Chief Marketing Officer. The two expert panelists were John M. Cashion, Corporate Director of Culture Transformation for the Ritz Carlton Leadership Center, and Mary Milne, Senior Vice President of Guest Experience & Blue Ribbon Service, Tampa Bay Lightning. 

Lindsey Johns