by May 8, 2013
Some experts believe that digital technology is going to be the
next big thing in improving customer experience (CX). Companies are
using the latest technology to cater to their customers while
helping out their marketing department at the same time. In an
Oracle survey of over 1300 senior execs,...read more
by August 23, 2012
Summer is often thought of as the travel season with families
taking their annual vacations. Of course travel and tourism occur
throughout the year and are a significant input to the both US and
the broader global economies. The industries that make up the
tourism sector are keen at paying attention...read more
by January 31, 2012
A recent article in USA Today brought to light the impact that
customer reviews are having on the hotel and travel market.
According to the article, several major hotel chains including
Hilton, Holiday Inn and Radisson are allowing verified customer
opinions and reviews to be placed on...read more
by November 16, 2011
If you want to see how well your hotel personnel is performing and
do not want to use a typical hotel survey, then try using a hotel
peronnel evaluation form to assess your staff. Using surveys
or market research to assess your varied hotel staff is a great,
unique way to see how integrated an...read more
by November 3, 2011
I travel for business quite frequently and so I often come across
hotel surveys in one form or another. Sometimes I read through them
and/or take them since I write and work in the market research
field. About a month ago, I took a survey for a hotel. I recently
received a thank you from taking that...read more
by October 12, 2011
In my research course, we recently delved into the discussion of
scaling and measurement. No lack of material for discussion in this
chapter! One of the students asked what my preference was in
questionnaire design - single-item measures or those with multiple
items. A fair question I thought and...read more
by September 6, 2011
Follow through is the key to finishing strong. There have been many
blog entries recently on the importance of customer service. The
service we provide in support of our product(s) is as important as
the product itself in fostering customer satisfaction. Take for
example a recent hotel visit by a...read more
by September 1, 2011
I was recently away on business and was impressed with how my hotel
solicited customer feedback. Here are some ideas for your
hotel survey to ensure you get the most out of your customer
feedback: The survey at the hotel was different than the one
delivered to my email after my stay.The hotel,...read more
by July 22, 2011
I recently booked a short family vacation through Priceline and
overall had a good experience. As a researcher, I knew that a post
event survey would be forthcoming and was happy to share my
opinions about the transaction, the hotel and the overall quality
of the stay. When the survey arrived by...read more
by July 22, 2011
A friend of mine has been growing more and more dissatisfied with
her current position. She is more or less the office greeter and
receptionist but is not empowered to help client's and their
customers. Her organization offers virtual offices, meeting rooms
and office space. She describes it as a...read more
