Truth in Numbers: Statistics on Customer Service from Kempinski Group at ABCN WorldView Forum

Kempinski Hotels
Kempinski Hotels

Kempinski Hotel Group is Europe’s oldest luxury hotel group with an ever-expanding property portfolio including historic grand hotels, city hotels, resorts and residences.

There are some famous names attached to the Kempinski brand such as the Hotel Adlon in Berlin, the Emirates Palace in Abu Dhabi, the Taschenbergpalais in Dresden, and the Çırağan Palace in Istanbul. Kempinski is also a founder member of the hotel network Global Hotel Alliance (GHA), which is active worldwide.

So when Kempinski talks, people listen.

At ABCN WorldView Forum 2014 in Budapest Thursday April 10th, Balazs Csidei, Director of Hospitality Training at the Kempinski Hotel Group, spoke about the importance of “brand”. As Balazs eloquently puts it “Brand is a collection of perceptions in the mind of the customer. It’s a promise and an experience. It should be a memory.”

Lofty words, perhaps, but nowhere do they ring more true than in the business center industry where office space is becoming more and more centered around “perceptions in the minds of the customer” and less around desks and doors.

Jo Disney, Senior Editor for Officing Today, and a speaker at the annual global event, attended the discussion. We thought we’d share some interesting statistics from the session:

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  • 86% of people are willing to pay more for a better customer experience.
  • 89% will switch to your brand for a better customer experience.
  • A dissatisfied customer will tell 9-15 people about their experience (13% tell more than 20 people!)
  • 86% of consumers stop doing business with you because of bad customer service.
  • For every customer complaint there will be 26 others who have remained silent.
  • 73% are loyal to a brand because of great customer experience.

These are some impressive percentages and give one pause for thought. Truly brand and customer experience go hand in hand.

However, building a brand out of a service-focused philosophy takes time and dedication; well illustrated by the staying power of giants like Kempinski.

For business center owners and operators, questions come to mind such as: is your brand reliant upon excellent service? And, if so, are you delivering it consistently? How you answer those questions may determine your success in delivering a “promise and an experience” to your clients.

OT promises more insight and lessons learned from ABCN WorldView 2014 over the next few weeks as we analyze the many presentations, sessions and informal activities that brought together this year’s group of powerhouse business center owners and industry experts. Stay tuned.

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