reviews
Give Them Help Before They Yelp
Shep Hyken | July 13, 2022
By Shep Hyken Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. But what if you don’t have the type of business that gets Yelp or Google reviews? It doesn’t matter what type of business or industry you’re in. You are not immune from bad reviews. There is a forum for every industry where customers talk. It may not be as public as Yelp, but it’s the plac...
The 7 Ps Marketing Mix of Home-Sharing Services: Insights From Over One Million Airbnb Reviews
Linchi Kwok | July 29, 2020
By Linchi Kwok The 7 Ps marketing mix framework is a widely used managerial tool that helps businesses identify the principal components of a service product. The 7 P elements include Product, Promotion, Price, Place, Participant, Physical Evidence, and Process. The 7 Ps framework can assist marketers in making decisions regarding segmentation, positioning, and differentiation. Even for the same type of products with different brands, marketers can still drive higher sales through the improvement of a product’s marketing mix. The empirical study about 7 Ps of home-sharing services Building upon the 7 Ps marketing mix framework, ...
Reinvigorate Your Guest Satisfaction Surveys
Larry Mogelonsky | October 11, 2017
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Does any hotel still offer customer satisfaction surveys? Do you, as a hotelier, rely upon comment cards as a quality control for your operations? A decade ago, the answer would undoubtedly be yes, but now it isn't so black-and-white. Let's reflect on what's happened, specifically related to the advent of internet-born travel websites. With the success of online review sites, including the behemoth that is TripAdvisor, it's all too easy to surmise that their growth was primarily because of how they aggregated hotels and cross-linked to OTA booking engines. However, we must also stom...
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...
