3 Parts to Customer Satisfaction

Create Competitive Advantage, Build Online Reputation, and Attract Profitable Guests

by Terry Stidham

Market Metrix recently issued a new white paper that shows how using a combination of feedback sources can improve your hotel business. By combining:

1. Direct guest feedback
2. Competitive benchmarking
3. Social media

...you get a complete view of your hotel guests, your performance and your market. The combination of three brings powerful balance.

 

The power and balance of three applies to customer feedback as well. You need direct guest feedback, market perspective and social monitoring to successfully manage every aspect of a hospitality business.

• Direct guest feedback, typically from guest surveys, helps you understand what's happening operationally, take action and build your property's reputation
• Independent market perspective lets you benchmark your performance against competitors and discover emerging market drivers and trends
• Social media monitoring keeps watch on your online reputation and allows you to respond quickly to social input

Each dimension of feedback has distinct value, but when you put them together they become even more powerful. By combining direct guest feedback, competitive benchmarking and social media, you get a complete view of your guests, your performance and your market.

This enhanced perspective gives you control and removes guesswork so you can focus on the things that will create competitive advantage, build online reputation, and attract profitable guests.