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Over the past several years customer preferences have changed dramatically. From an increase in online shopping amounting to 2.3 trillion U.S. dollars to the desire for a more tailored experience, customers are now dictating the buying journey with significant expectations from brands. As a strategy to accommodate this new wave of customer demands, businesses have...
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When it comes to customer experience, ensuring that your product or service is meeting customer expectations in a consistent manner is critical. However, with the constant flux of customer preferences and modern tech advancements, it can be challenging.   There are a range of Key Performance Indicators (KPI’s) many businesses leverage in order to gauge...
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A big misconception in the modern age is that technology is a replacement for human-run jobs, and while that may hold true in certain industries, for the hospitality industry it is far from the truth. For a hotel, human connection is a necessity, it’s how you build lasting connections with guests and continue to drive...
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It is common knowledge that customer needs are never stagnant. Especially in today’s complex consumer landscape, where products and services are readily available and businesses are never short of providing variety, it can be tough to stay relevant. Obtaining feedback, whether positive or negative, from a customer base has grown to be a popular way...
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Hoteliers know that running their business is no simple undertaking. There are a number of moving parts in a hotel to consider such as timeliness to fulfill requests, amenity maintenance, sending guest reminders, room cleanliness, check in and out, valet options and so much more. Mix that with growing consumer demands and it can be...
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Over the years, customer feedback has become a critical component of auto dealership success. As proven by Gartner Research, companies that actively engage in listening to their customers through feedback, spend 25% less on customer retention than those that don’t. It’s a great opportunity to support your customers and boost your bottom line. ______ Obtaining...
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Over the years, guest feedback has become a critical component of the success of many restaurants. As proven by Gartner Research, companies that actively engage in listening to their customer through feedback, spend 25% less on customer retention than those that don’t. It’s a great opportunity to support your guests and boost your bottom line....
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Over the years, guest feedback has become a critical component of the successful operations of the finest hotels and resorts around the globe. As proven by Gartner Research, companies that actively engage in listening to their guest’s feedback, spend 25% less on guest retention than those that don’t. Listening to your guests is a great...
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Today, “71% of marketers rate re-engagement campaigns as effective, yet 51% are actually implementing them.” Although powerful, re-engagement programs aren’t being used to their full capacity. For hotels, re-engaging a guest after they’ve left is a great way to keep your property top of mind long after the customer journey has ended. It’s a marketing...
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For years, employee engagement has played a critical role in business success. From elevating the customer experience to reducing costly employee churn, it’s helped many businesses grow their revenue and improve company culture. Thankfully, with the rise of gamification, obtaining team engagement is easier. Gamification is an industry tactic that introduces elements of game playing...
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