The question on the minds of most hoteliers is how to leverage this feedback. Here are a few tips for getting started on how best to mine social-media feedback intelligently.
There are five core principles related to customer interaction that I want to share. While some may seem obvious, you"d be surprised how easily they can fall by the wayside. Consider this a refresher on how to build meaningful relationships with your customers.
To be clear, driving best-in-class performance requires development of a number of additional tools beyond validating each job family"s core competencies.
Hotel executives still believe that China is a safe haven for luxury hotels, despite the occupancy rate for 2011 hovering at around 60 per cent.
Today, it is price management based on many factors that is superior to revenue management based on capacity. And looking forward, it is the complete integration with multiple systems and an approach more aligned to CRM which is what hotels of the future need.
Providing good service boils down to one basic principle: Treat customers the way you want to be treated. This top-down philosophy starts with the way you treat and train your employees, and it can help keep customers coming back when times are rough.
Marketers are at a very critical juncture. According to Loyalty 360-The Loyalty Marketer"s Association, customer loyalty, versus acquisition, is critical for driving sustainable growth. Yet, businesses report that retaining and engaging customers remains one of their greatest challenges.
here are some ideas for creating a feedback loop so you can grab any praise, or fix any issues, before your customer gets to their web browser.
So how it is that so few hotels, meeting venues or restaurants follow this example? Of the many places I visit whether for business or pleasure few really capitalise on all the opportunities that exist to build the customer relationship.
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