Are you in the Loop?
The guest and conference experience is a major differentiator in hospitality and serve as the two main revenue streams for a hotel. With Loop™ Mobile Guest Engagement, Loop™ Mobile Event Engagement and BlazeCast® Guest Notification solutions, hoteliers have a powerful suite of solutions that increase guest and convention revenue, and improve guest and meeting planner retention.
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Research from the International Customer Service Association maintains 95% of dissatisfied customers would continue to do business if their problem was solved quickly. Unlike post-visit surveys that are only able to capture feedback after a guests visit, Loop Guest Engagement captures on-the-spot input while the guest is on the property.
Loop directs valuable input to front-line staff who can engage, act, and resolve guest issues in real-time, ensuring that the remaining part of their visit is enhanced. Moreover, on-the-spot resolution ensures that hotels receive higher scores on their post-visit survey programs.
Loop™ Event Manager
Loop Event Manager enables hotels to differentiate their convention offering, increase event revenue and improve meeting planner satisfaction. From one simple and easy-to-use screen view, meeting planner customers can quickly connect with hotel staff to order and replenish food/beverage, audio/visual requests, room requests, etc.
Hotels enhance the meeting planner experience resulting in improved event renewals. Moreover, hotels increase convention revenue through product and service upsell via increase in product/service selection and fulfillment.
BlazeCast® Guest Notification
BlazeCast is a hosted multi-modal notification solution that allows hoteliers to enhance profitability and retention loyalty programs by notifying guests of new promotions, events and limited time offers using the customer’s channel of choice.
Additionally, hotels can foster guest loyalty with welcome outreach, service ready reminders, room ready notification, etc. With BlazeCast, hotels can capture new revenue, enhance the guest experience and increase the guest rate of return.
Loop™ Guest Engagement
Loop Guest Engagement enables a cultural change amongst front-line hotel staff to be customer-first and enforcing that the guest experience stay top priority. Real-time metrics are available to all levels of management, holding the front-line staff accountable for improving the guest experience, enhancing guest relations, and improving the experience for the next guest through the door.
Increase Guest Revisits
While customers are sharing their experiences on social media and other channels, the challenge businesses face is that real-time customer input is not visible to the front-line managers who could use this valuable insight to engage guests in real-time, enhance their experience, resolve their issues, and replicate good practices. By empowering front-line staff to listen and resolve, Loop turns hotel staff into active supporters, guests into advocates, and great customer experiences into repeat visits and referrals.
Save At-Risk Guests
Capturing input on-the-spot and resolving issues at the point of engagement gives businesses the ability to recover at-risk customers and reduce the risk of negative publicity via word-of-mouth and social media.
Using this hosted web-based solution, customers can provide input in real-time on or off the business property with a smartphone or any web-enabled device. Their input is intelligently routed to front-line staff for immediate response, action and resolution.
Improve Business Operations
As a socially-connected platform, Loop is very different from surveys, website feedback forms and email by empowering front-line staff to act and resolve issues as they happen. Real-time response and resolution by front-line staff ensure that the experience is enhanced for the at-risk guest as well as the next customer through the door.
It is that immediacy to act on customer input that helps businesses to learn and fix problems on-the-spot which results in improved business operations, and ultimately, turning happy guests into a true competitive edge.