CLIMB® Guest Experience Model

The CLIMB® Guest Experience Model

A model designed to transform the way guests are engaged, ensuring that each aspect of their encounter exceeds expectations. This model is delineated into six pivotal dimensions, each designed to enhance the guest experience from the initial point of contact to the follow-up post transaction.

What Is the CLIMB® Guest Experience Model?

Discover Guests

This foundational step revolves around understanding the guest's unique preferences, needs, and behaviors. It emphasizes the importance of leveraging data analytics and personal interactions to gain deep insights into what truly matters to each guest, setting the stage for a customized experience.

Connect with Guests

This goes beyond simple interactions, focusing on creating meaningful engagement at every touchpoint. Through personalized communication, thoughtful service gestures, and engaging digital content, connections are fostered that resonate deeply with guests.

Wow Guests

Here, the aim is to transcend ordinary service delivery, turning ordinary moments into extraordinary ones. By meticulously designing surprise elements and exceeding expectations, guests are provided with unforgettable experiences that elevate their experience to new heights.

Empower Guests

It is about enabling choice. This element is about giving guests control over their experiences, offering them the tools and flexibility to customize according to their preferences.

Acknowledge Guests

Active listening and responsive feedback mechanisms are crucial. This dimension stresses the importance of creating open channels for feedback, demonstrating that guest opinions are valued and acted upon, ensuring continuous improvement in service quality.

CLIMB® Guest Experience Model Programs

The Guest Experience Course

This course follows the CLIMB® Guest Experience Model as a service framework and is designed to elevate professionals and businesses to new heights by focusing on transforming customers into valued guests.

Coming Soon Fall 2024

The Certified Professional in Guest Experience (CPGE™)

The Certified Professional in Guest Experience (CPGE™) program, offered by Certplace, is a certification program aimed at empowering professionals and businesses with skills to turn customers into guests. The focus is on eliciting positive emotions, crafting memorable moments, and building connections to attract and retain customers by encouraging positive brand association and loyalty.

Certplace, an entity dedicated to professional credentialing, has engaged TISOH to expertly craft and steward the academic content for the CPGE™ program. This strategic partnership underscores the commitment to delivering unparalleled online hospitality training, encapsulating the essence of excellence and innovation.

Learn More

Why Choose the CLIMB® Guest Experience Model

The CLIMB® Guest Experience Model represents a holistic approach to guest satisfaction, emphasizing proactive engagement and personalized service delivery. By implementing this model, businesses can craft bespoke experiences that not only meet but anticipate the desires and needs of every guest, ensuring they leave with lasting positive impressions and a strong desire to return.

Get Started Today

Contact us at info@hospitalityclimb.com or fill out the form below to start your ascent today. With CLIMB®, every step is a step towards excellence.