Gokto Hospitality uses an innovative method to transform existing business and make it a case history. An analysis of the Customer and Employee Engagement, as the evaluation of the Customer journey is the starting point to understand the best strategy and the marketing tools to be used. This is the initial phase of every consultancy, in order to highlight all the weakness and to avoid worthless investment. Branding, restyling, reorganization, HR recruitment & training and budgeting are the operational fields.

Gokto Hospitality develops new formats and projects for investors, interested in an A to Z consultancy, with a particular attention to creating the best brand and customer experience, the most consistent business and the right ROI.

Customer Engagement

The goal of the customer engagement strategy is to encourage customers to involve themselves in the evolution of the brand, up to the point of becoming advocates.

Customer engagement is a necessary metric for increasing the business. Customer loyalty is tricky to measure, and it’s trickier still to predict its concrete impact on the bottom line. Engagement represents the articulation of two things: the tangible manifestations for the customers’ loyalty (or lack thereof) and the quality of the customer experience. Customers increasingly favor companies whose values align with their own.

The customer engagement strategy needs to captivate customers by first giving them a real reason to empathize and bond with your brand.

Employee Engagement

Employee engagement is not the same as employee satisfaction. Employee Satisfaction only indicates how happy or content your employees are. It does not address their level of motivation, involvement, or emotional commitment. For some employees, being satisfied means collecting a paycheck while doing as little work as possible.

Why is employee engagement important? Employee engagement goes beyond activities, games, and events. Employee engagement drives performance. Engaged employees look at the whole of the company and understand their purpose, where, and how they fit in. This leads to better decision-making. Organizations with an engaged workforce outperform their competition. They have a higher earning per share (EPS) and recover more quickly after recessions and financial setbacks. Engagement is a key differentiator when it comes to growth and innovation.