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Bogus Reviews
As hospitality companies increasingly depend on positive reviews, a market for “promotional reviews” has sprung up to buy and sell fictitious feedback. Many promotional reviews are obtained through...
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Social Distortion
When we read a mediocre book, we don’t usually tell anyone about it. The same is true of our hospitality experiences. It takes an exceptional experience to motivate sharing. So opinions shared through...
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Social Media Misses the Money
Younger people use social media. Older people not so much…unfortunately they’re the ones spending the most on travel. Do you want to ignore them? Not everyone participates in social media, at least not...
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The 3 Parts to Customer Satisfaction
The great thing about a tricycle is that it doesn’t tip over. Just ask any three-year old. The combination of three brings powerful balance – three legs of a stool, three primary colors, three parts...
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Interested in Improving your TripAdvisor Ranking?
93% of global travelers say their booking decisions are influenced by online reviews. 53% of travelers say they won’t book a hotel that doesn’t have online reviews. And it’s now pretty well proven that...
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Review Sites – It’s a Regional Thing
Social review sites are so important. But it isn’t always clear which ones have the most influence on your potential guests. The review site travelers turn to most changes as you go from one part of...
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5 Guest Satisfaction Must-haves for 2014
Today, most companies collect some type of feedback from their customers. But many of these programs fall short. Some fail to get enough feedback. Some rely on one narrow channel. Others fail to take...
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How To Connect with Guests from 5 Generations
The adult population now spans five generations in most parts of the world. The life events that shaped each of these generations are radically different. Their expectations, needs and relationships...
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Chaos and Control
Getting the most from your structured and unstructured data. The biggest source of hospitality customer feedback isn’t being used much, at least not yet. Experts at Gartner, Forrester and IDC estimate...
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Know Your Role, Meet Your Goal
Feedback is everywhere, and everyone has a use for it. But everyone has a different use for it. Role-specific solutions have grown to meet unique requirements accordingly. Marketers use reputation...
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