Guest Experience Is Priority #1
After 30 years in business and financial consulting, one of the most unique things about the hospitality industry is it continues to be the one place that customer experience is the only way to be successful in the market. Our philosophy and our approach to building your business comes from a place of customer first and here is the how and why.
How?
We help you set a brand standard that matches the business and expectation so customers understand the expectations and feel for the business prior to booking
Curate a communication program that is informative, concise and easy to understand by ensuring the delivery mode, tone, timing and clarity is directly related to the experience and brand model of the business
Our service professional community can develop training models, operating procedures, and help find talent which is a core tenant to being able to deliver a service offering standard that exceeds expectations regardless of the business size or price point
We look at the financials through a lens of optimization and discovery as insight into how the business is actually performing by looking beyond the dollars and sense but how a combination of process, management and customer buying habits can drive revenue and margin
Why?
Many negative customer reviews are based on pre-conceived ideas of service level expectations, over stating elegance vs comfort, down home vs culinary journey can impact reviews and reputation
Either through automation or live a customers initial and final experience is lived through a communication layer; that process is essential to building your brand and create tension with your customers
Customers experience during their stay or culinary experience is directly related to people in your business, so the better they understand their impact the greater ability for owners and operators to ensure quality
Simple analysis may uncover the obvious but mapping expenses and revenues directly to the processes and customer feedback gives a better indication of what needs to change in the business, just changing vendors or finding cheaper labor is not how you will effectively grow and build a reputable brand
We Bring Your Community To You
Real People, Your Community
By bringing actual people from your community, demographic, or customer base as opposed to consultants, we offer a real time glimpse at the state of your business.
Capital and Canapé provides the tools for analysis, but the opinions and feedback are real, actionable and truthful from the very people you want to build your brand reputation.
Personal Designers and Stylists
The feeling of your property is as unique and important as any part of your business. Having diversity of style is one of our promises to our clients.
Capital and Canapé partners with design firms and stylists so that we can offer not only suggestions on improvement but partner with the very people who can make those recommendations come to life. Style is multi-threaded and so are we.
Media Professionals
One of the things we leaned at Capital and Canapé is that film makers, photographers and creative media people can tell amazing stories.
Our community is here to offer referential services, partners and others who bring to life the brand stories that we carefully curate. Partners allow us to tell global stories to match cuisine or warm tales of local culture norms to support design.
