Operation and Focus
Operation: Summit Curations – a bar entertainment business specializing in trivia, karaoke, music bingo, and themed events.
Industry: Hospitality/Events
Focus: Managing the customer experience
SWOT Analysis for Customer Experience
STRENGTHS
· Personalized, themed experiences tailored to each venue’s clientele
· Strong social media and digital engagement to promote events
· Consistent host presence builds familiarity and rapport with returning guests
· Flexible programming (trivia, karaoke, bingo, etc.) caters to a wide range of customer preferences
WEAKNESSES
· Inconsistent turnout due to event timing, weather, or marketing limitations
· Limited customer feedback collection (few structured methods to gather post-event data
· Reliance on individual host charisma may result in variability in delivery
· High expectations for “fun” mean one weak event can hurt reputation
OPPORTUNITIES
· Implement structured post-event surveys to gain guest insights
· Partner with local businesses for cross-promotional giveaways and incentives
· Expand into private/corporate event coordination to diversify income and experiences
· Build a loyalty/rewards system to increase repeat attendance
THREATS
· Competing bar events, either in-house or by other companies
· Staffing shortages or scheduling conflicts that impact event execution
· Changing customer interests and entertainment trends
· Oversaturation of events leading to event fatigue or diminished novelty
SWOT Analysis and Customer Experience Recommendation for Summit Curations
Summit Curations, a mobile bar entertainment provider operating within Lincoln, Nebraska, curates engaging guest experiences through rotating trivia nights, karaoke contests, music bingo, and themed event programming. While the business continues to expand its influence in the local hospitality scene, customer experience remains a defining metric for success. This SWOT analysis examines the current state of guest engagement and satisfaction, aiming to identify one actionable improvement to enhance the customer journey.
SWOT Analysis Summary
Summit Curations excels in delivering personalized, theme-based events that promote social connection and entertainment. A consistent host presence and flexible event offerings allow for tailored experiences across diverse venue environments. Digital promotion and branding have also contributed to guest recognition and turnout.
However, areas of weakness are apparent in the limited collection of structured feedback. Without guest insights, refining programming or identifying pain points becomes difficult. Additionally, variability in turnout and event delivery—often influenced by external factors such as weather or the host's energy—can compromise consistency in the guest experience.
Growth opportunities include implementing a customer feedback system, developing cross-promotional partnerships, and creating a loyalty program. These initiatives can foster deeper guest loyalty and provide data-driven insights. Conversely, threats such as local competition, staffing logistics, and entertainment saturation pose ongoing challenges to consistent customer satisfaction.
Recommendation: Implement a Post-Event Customer Feedback System
To address the weaknesses and capitalize on strategic opportunities, Summit Curations should adopt a structured customer feedback system. This system will help capture what worked, what didn’t, and what guests would like to see in future events. Surveys can be offered via QR codes at tables, shared directly through social media, or included as short prompts during the event's closing announcements. For higher engagement, each completed survey can earn guests a raffle entry or future drink discount.
Rollout Plan with Staff Involvement
According to Gabe Stulman’s TEDx Talk, “The Secret Ingredients of Great Hospitality,” the best customer experiences stem from a culture of collaboration and ownership. Stulman emphasizes the importance of aligning teams with the underlying purpose behind hospitality practices. With that in mind, the feedback system should be rolled out with transparency, clarity, and enthusiasm.
Staff should be trained on:
How to invite guests to complete the survey in a way that feels personal and non-intrusive.
How to explain that feedback directly shapes future event formats.
How to use QR signage and recognize regulars who offer input.
During team meetings or pre-event check-ins, staff can be encouraged to share themes or patterns from the feedback. This fosters a shared sense of ownership and continuous improvement, aligning with Stulman’s emphasis on authentic, people-centered hospitality. Furthermore, customer insights serve as a motivational tool, enabling hosts to reflect on their strengths and refine areas for improvement constructively and collaboratively.
Conclusion
Managing the customer experience in hospitality requires more than great programming—it demands continuous adaptation, listening, and relationship-building. Summit Curations can elevate its guest engagement by implementing a feedback system rooted in hospitality values and supported by its staff. By making minor, thoughtful adjustments driven by guest insights, the business can deliver even more meaningful and memorable experiences.
References
Bagdan, P. A. (2021). Guest service in the hospitality industry. Wiley.
Stulman, G. (2018). The Secret Ingredients of Great Hospitality [Video]. TEDx Talks. https://www.youtube.com/watch?v=Ja5Q75hf1is