customer experience strategy

Online review sites, smartphone apps, and customer feedback tools are changing the way people travel. In particular, they’re changing the way people research and find information and decide where to go, where to eat, and where to stay. In this constantly evolving and increasingly competitive industry, hospitality businesses must be more proactive in building…

customer experience

User-generated content has made an indelible impact on the hospitality sector. This couldn’t be more evident than in the way an increasing number of consumers rely on online reviews – posted on sites and apps like Yelp and TripAdvisor – to make travel-related purchase decisions. In the latest TripAdvisor TripBarometer survey, 90 percent of…

voice of the customer

Whether you are the revenue manager, general manager, or part of the meetings and events team, you are probably familiar with the importance of travel review site TripAdvisor in generating new business. If your business has been fortunate enough to receive a TripAdvisor Certificate of Excellence in the past, then you know that when…

customer feedback

Early last year, online review site Yelp shared the results of a study showing that its reviews and ratings were (surprisingly) good indicators of physicians’ medical skill as well as patient satisfaction levels. According to findings, five-star-rated medical professionals performed significantly better than those rated lower, and that they were more likely to be…