Naming no names.... we recently stumbled upon a hotel chain that was asking for feedback. Yet it seemed to care more about capturing an e-mail address than what it could do to improve its service. Imagine if you were a hotel guest and what would you thi
There's quite a shift in the industry to capture more feedback. To know what customers and guests think and feel and then catering for their exact needs. Understanding what their choices and preferences are.
Huge amounts of money are put in to capture this information ...some of which is even used!
But ask yourself this. How many opportunities are you missing to capture feedback that is true and real and could give you more benefit than being used to 'sell' people? There's a distinct difference.
We've some innovative ways in capturing feedback from the point of finishing a meal in a restaurant to signing out as a hotel guest or following up with them a little after they've stayed with you. All of which are designed to help you understand what they think and feel and to build trends that show the improvement you're delivering in your business from knowing the actual truth.
