Without taking meaningful action in real time on customer insights, the value of data collection & monitoring is diluted.
The best efforts to actively listen fall flat, if [in the case of the hospitality industry at least], those customer insights never hit the front desk or reach housekeeping.
In my experience, hotels that have the shortest amount of time between collecting customer feedback and taking action on those insights are usually best in class when it comes to satisfaction ratings and online rankings.
Given the rising influence of travel review sites on a hotel's reputation and occupancy prospects, that's plenty of motivation for action taking. And in this mix, you'll find your ROI for using a paid for brand monitoring tool.
Without taking meaningful action in real time on customer insights, the value of data collection & monitoring is diluted.
The best efforts to actively listen fall flat, if [in the case of the hospitality industry at least], those customer insights never hit the front desk or reach housekeeping.
In my experience, hotels that have the shortest amount of time between collecting customer feedback and taking action on those insights are usually best in class when it comes to satisfaction ratings and online rankings.
Given the rising influence of travel review sites on a hotel's reputation and occupancy prospects, that's plenty of motivation for action taking. And in this mix, you'll find your ROI for using a paid for brand monitoring tool.
as a follow up for the webinar they have an excellent whitepaper on the subject of blocking social networking apps that you may have to worry about, “To Block or Not. Is that the question?” here: http://bit.ly/d2NZRp. It has lots of insightful and useful information about identifying and controlling Enterprise 2.0 apps (Facebook, Twitter, Skype, etc.) Let me know what you think.
May 24, 2010
Lauren,
Your third point is my favorite.
Without taking meaningful action in real time on customer insights, the value of data collection & monitoring is diluted.
The best efforts to actively listen fall flat, if [in the case of the hospitality industry at least], those customer insights never hit the front desk or reach housekeeping.
In my experience, hotels that have the shortest amount of time between collecting customer feedback and taking action on those insights are usually best in class when it comes to satisfaction ratings and online rankings.
Given the rising influence of travel review sites on a hotel's reputation and occupancy prospects, that's plenty of motivation for action taking. And in this mix, you'll find your ROI for using a paid for brand monitoring tool.
Thanks for the post!
Ann Manion, Hotel Advantage
Lauren,
Your third point is my favorite.
Without taking meaningful action in real time on customer insights, the value of data collection & monitoring is diluted.
The best efforts to actively listen fall flat, if [in the case of the hospitality industry at least], those customer insights never hit the front desk or reach housekeeping.
In my experience, hotels that have the shortest amount of time between collecting customer feedback and taking action on those insights are usually best in class when it comes to satisfaction ratings and online rankings.
Given the rising influence of travel review sites on a hotel's reputation and occupancy prospects, that's plenty of motivation for action taking. And in this mix, you'll find your ROI for using a paid for brand monitoring tool.
Thanks for the post!
Ann Manion, Hotel Advantage
as a follow up for the webinar they have an excellent whitepaper on the subject of blocking social networking apps that you may have to worry about, “To Block or Not. Is that the question?” here: http://bit.ly/d2NZRp. It has lots of insightful and useful information about identifying and controlling Enterprise 2.0 apps (Facebook, Twitter, Skype, etc.) Let me know what you think.