guest review
The Key to 5-Star Ratings
Dr. Bryan K Williams | August 14, 2024
By Dr. Bryan K. Williams I recently had dinner with the restaurant manager in a very upscale hotel. He explained to me that one of his main goals was for guests to rate the restaurant a “5," as measured by their guest satisfaction survey. The survey asks a series of questions, with a corresponding scale that follows: (1=very dissatisfied, 2=dissatisfied, 3=indifferent, 4=satisfied, 5=very satisfied). The manager told me about all the initiatives he recently implemented to get the 5 rating from guests. There is a new coffee cup storage system to ensure that cups are always available for service. Then, there is the cycle-time initiative...
Customers Could Stop Doing Business Because of a Long Survey
Shep Hyken | February 29, 2024
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Hotel Omnichannel Marketing vs. Multichannel Marketing Explained
Lodging Interactive | July 19, 2023
When done properly, Omnichannel marketing can be very effective in driving direct revenue to hotels. Read more about it. The many ways consumers interact with hotels today are vast and diverse. From browsing social media platforms like Instagram and Facebook on smartphones to watching captivating YouTube videos on tablets, or even stumbling upon a hotel’s website through a search engine query on a desktop computer, the avenues for hotel discovery are ever-expanding. In this landscape, cultivating a consistent and seamless user experience across all channels has become paramount. Enter omnichannel marketing, a strategic approach that c...
Why Hotels Benefit From a Proactive Approach to Reputation Management
Thomas Zarikian | March 20, 2023
Improve communications with guests and give hoteliers the ability to shape their hotel’s reputation By Thomas Zarikian As hoteliers, we often discuss reputation management as if we are reacting to bad feedback with no other recourse. Our guests arrive on property, we give them the best experience possible, which reflects in our review scores – we all know the drill. However, it’s now possible for hotels to take a proactive approach to reputation management by using digital communications technology to intercept guest requests and reviews as they appear. Hoteliers can now use technology to shape their reputation rather than allowin...
commingle:engage Provides Marriott Hotels Social Media Marketing & Brand Compliant TripAdvisor Guest Review Responses From $499
Lodging Interactive & commingle:engage | February 25, 2020
PARSIPPANY, NJ - February 25, 2020 - commingle:engage, by Lodging Interactive, the hospitality industry’s premier provider of full-service social media marketing and guest reputation management services today announced the roll-out of its Marriott Hotels social media marketing and brand-compliant guest reputation management services. Priced at just $499 per month, the Marriott services include fully managed weekly postings on Facebook, Instagram, and Twitter along with responding to all TripAdvisor guest reviews 7 days a week. “As we continue to partner with full-service Marriott properties, it became evident to us that we needed to...
The Survey Shouldn’t Be the Last Thing the Customer Remembers About You
Shep Hyken | October 25, 2019
By Shep Hyken I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete). Without rehashing the entire article, timing is important. Don’t wait two weeks to send the survey. And don’t make it too long. Think about what you’re asking the customer to do when you send them a survey. ...
How Google Reviews Is Crushing TripAdvisor
Vikram Singh | April 9, 2019
By Vikram Singh An interesting trend has been brewing in the travel business. Quietly but surely, Google Reviews has been expanding their online review market share for brick and mortar businesses. Since hotels, inns and B&Bs are a 100% location-driven business, this change directly impacts both their revenue and branding. Online reviews left by strangers have become almost as trusted as personal recommendations. However, placing this much trust in reviews requires the user to be able to filter real reviews from fake ones. This sorting process can be extremely frustrating, especially on websites like TripAdvisor where everything is ...
