Customer Experience

Fitness for Customer Experience

June 01, 2017

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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Hotels must find ways to make it easy for guests to stay active.

Hilton is bringing a new kind of customer experience into its guest rooms with fitness, according to Skift. The room is called Five Feet to Fitness and includes at least 11 items of exercise equipment.

In an interview with Skift, Ryan Crabbe, senior director of global wellness for Hilton, said, “The global wellness movement — (pushed forward by) people who are turned into health and better living — is a larger than it has ever been.”

For the hospitality industry, this means creating unique ways for guests to stay active while they are on vacation or traveling for business. Insights from online reviews can be part of understanding how satisfied guests are with your current fitness offerings.

To understand what existing and potential guests are saying online, hotel and hospitality executives must track customer feedback across all relevant platforms, including social media and online review sites for hotels.

See also our 2017 Hotel Reputation Management guide.


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