CHR: Customer Social Engagement: Loyalty, Reputation, and Profits
January 21, 2021 @ 1:30 pm - 2:30 pm EST
The guest experience is at the heart of hospitality. The industry thrives on going the extra mile for customers and making them as comfortable and satisfied as possible during their stay. But how do hospitality leaders know if their efforts are successful?
Guest satisfaction surveys are a good place to start when looking to quantify the impact of private interactions with customers. Yet simply getting guest feedback isn’t enough; those survey results need to spur managerial responses in order to constantly improve the guest experience.
In this session, we’ll dive into a multi-year sample of hotel/guest interactions at Best Western Hotels as facilitated by the customer experience company Medallia. Using this as our model, we’ll explore how guest surveys can increase satisfaction, engagement, and your bottom line.