guest feedback
Stop Sending Me Surveys Unless You Care What I Have to Say!
Shep Hyken | January 26, 2022
By Shep Hyken I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., etc....
Feedback Bribery
Shep Hyken | November 24, 2021
By Shep Hyken To what extent will a company go to try to get customer feedback? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey. She said that she gets a very low response rate. So, she sends another. Then another. On the fourth try, she writes, “Do you like coffee? My treat!” She says that she gets a response to that almost every time. Her question to me was, “Is this a form of bribery, ...
Would You Please Leave a Review About Your Experience?
Shep Hyken | July 8, 2020
By Shep Hyken Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews? Well, the easy way is to ask for them. By the way, I recently interviewed Rupesh Patel on Amazing Business Radio, and he shared the “secret sauce” on how he gets amazing guest reviews for his hotels—and his recipe can work for any business. I suggest gi...
4 Steps to Take When You Get Negative Feedback
Pipeline Social Media | September 23, 2019
By: Maiya Wall / Pipeline Social Media Though we all strive for positive feedback, receiving a negative review on your hotel’s social media is inevitable. In our hyper-connected world, opportunities to offer an opinion are prevalent and growing. Not to mention, the open line of communication empowers guests to serve up their opinion whenever and from wherever. We’re here to give you some practical advice on how to deal with negative feedback. First, begin to think of your hotel’s negative reviews as a path to improve guest experience and your online image rather than something to avoid. Keep reading to learn how you can respond to...
Tourism Tidbits: Developing a Tourism Marketing Plan in a Changing World
Dr. Peter Tarlow | September 7, 2018
By Dr. Peter Tarlow Anyone who even briefly watches the news cannot help but be aware that the world is changing rapidly and the tourism and travel industry continues to face numerous challenges. From hostilities in the Middle East to the up and down cost of fuel, from tsunamis in Asia to crime waves and kidnappings in Latin America, tourism officials often find themselves "hostages of current events." Tourism, and its travel and hospitality related industries, often base their business designs on market share, product improvement, and other non customer-centric designs. As tourism becomes an ever more competitive industry, ge...
Tourism Tidbits: Using Questionnaires: The Do’s and the Don’ts
Dr. Peter Tarlow | August 3, 2018
By Dr. Peter Tarlow Perhaps one of the least well-understood and most used forms of tourism research is the "questionnaire". Tourism professionals and marketers utilize this scientific method on a regular basis and statistics play an important role in tourism decision-making and marketing. Classically tourism should be divided into quantitative and qualitative research. Both forms of research are important and both provide important insights into the market. Statistical data are also divided along a second fault line, that of descriptive data (data that provides a picture of current reality) and inferential data (information from which ...
4 Myths Related to Guest Feedback
RJ Friedlander | April 23, 2015
By RJ Friedlander TripAdvisor's recent TripBarometer Report showed that 60% of hoteliers surveyed were planning on investing more in online reputation management (ORM) in 2015. If you are planning on investing in ORM this year, it is important that you have a proper understanding of the concept of Guest Intelligence, prior to doing so. Guest Intelligence is the in-depth analysis of online reviews and guest satisfaction survey data - which includes both during- and post-stay surveys, to provide detailed insight into what guests like and dislike about their stay, and determine how to improve your property's service. Using Guest Intelligen...
Quebec Hotel Association Digs Deep into Data to Drive Strategy & Emphasize Service Across Region
TrustYou | June 21, 2013
TrustYou Partners with Destination to Deliver Semantic Analysis of Online Reviews & Feedback on Over 20 Topics, from Service to Cleanliness, Restaurants to Rooms & More Dallas, USA & Munich, Germany - June 24, 2013 - The Quebec Hotel Association (QHA) recognizes guest feedback is golden. Good or bad, the online opinions expressed by travelers to Quebec are rich in data and trends that help to drive strategy and underscore the importance of delivering exceptional service. QHA has partnered with TrustYou, an online reputation management (ORM) market leader and travel-technology company, to provide detailed semantic analysis to 90...
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