Evolving Your Customer Experience Strategy For Today's Guests

From spring break to summer vacation, the travel and hospitality industry will be in high gear. There’s no better time than now to take a hard look at your customer experience program and find new ways to dialogue with – and delight – your guests. With NPS scores and survey response rates declining, how can hospitality brands have an authentic, real-time, and on-brand dialogue with prospective and current guests at every touchpoint? And how can brands use the feedback they gather to identify and enact holistic organizational change that drives customer loyalty? In this guide, we’ll explore effective and practical ways to:

• Diversify Feedback Capture Methods
• Capture Feedback Along The Entire Guest Journey
• Proactively Recover Guest Service Issues In The Moment
• Improve Customer Engagement by Closing The Feedback Loop