A short YouTube talk by Mark Simpson introducing the concept of a 'customer avatar' for hospitality businesses. He defines a customer avatar as the ideal guest a property wants to attract, notes that new hosts commonly struggle with identifying theirs, and encourages deliberate selection of the kinds of guests to target.
Every business has got a different customer avatar. Now, a customer avatar is your ideal guest. It's the people that you want to walk through the door. And this is a problem that every newbie makes in this industry. So, Debbie, do not worry if you are sat there thinking, oh, my gosh, how am I going to deal with this? Because everybody goes through it. But what I encourage you to do and what I encourage everybody to do is really figure out who you want to be staying at your property.
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