An AI Guided Roadmap to Best Practices in DIY Guest Feedback Management
We put ChatGPT to the test by asking it to create a how-to guide for hospitality operators who prefer using self-service survey tools or email marketing platforms for their guest survey programs instead of all-in-one solutions like GuestInsight. We wanted to see if the guide would align with our principles and be a useful resource for hospitality professionals. The resulting guide, "Mastering Guest Satisfaction: A DIY Guide to Creating Impactful Hospitality Surveys," provides ten best practices for designing effective guest surveys, emphasizing clear objectives, diverse question types, mobile optimization, and more.
Enhancing Lifetime Guest Value through Customer Experience: Harnessing the Voice of the Guest in the Hospitality Industry
This blog post discusses the importance of optimizing customer experience in the hospitality industry and how guest feedback and guest journey mapping can be used to capture the voice of the guest and increase lifetime guest value. By collecting and managing guest feedback through various channels and using guest surveys and journey mapping, hospitality professionals can identify areas for improvement and provide more personalized and satisfying experiences for their guests. This approach not only leads to higher guest satisfaction and loyalty but also contributes to sustainable business growth.
Evaluating Hotel Guest Comments: A Comparison of AI Assessments for Generating Testimonial Pages
This blog post compares two AI language models' evaluations of three guest comments for hotel testimonials. The goal is to evaluate the effectiveness of using AI-based sentiment analysis to generate testimonial pages. The comments were evaluated by GuestInsight's algorithm and Chat-GPT's AI model, and guest expectations were considered in the analysis. The post discusses the variability of sentiment analysis and the importance of context, as well as the usefulness of AI-based sentiment analysis for generating testimonial pages. The post concludes by acknowledging the need for human curation tools to sort out mixed signals in written comments.
Using AI To Dig Deeper Into Our Research: Online Reviews
Using AI to conduct research and organize thoughts into a blog post (and marketing content). Today's topic: Learn how to transform negative online reviews into positive results in the hospitality industry. Discover insights for improving guest experience, building guest-centricity, and making data-driven decisions to improve reputation, success, and guest satisfaction.
Criticisms of Net Promoter Score- What does ChatGPT have to say?
We took ChatGPT for a spin on a topic we’re pretty familiar with. It wrote a perfectly formatted blog post with on-point content in about 30 seconds. See it here:
Looking at 5 point rating scales: TripAdvisor, Google Reviews, and Yelp
What's in the stars? Looking at 5 point rating scales, historically and in common practice today; TripAdvisor, Google Reviews, & Yelp.
Key elements of a closed-loop guest feedback strategy
Having a guest experience feedback program in place is great, but it's important to ensure proper action is taken on the feedback received.
Exceeding Guest / Customer Expectations
Exceeding Guest Expectations: It's complicated. Should we always be striving to deliver experiences that exceed guest expectations?
How A Loyalty Metric Was Inspired By Sports Analytics
We're deep into hockey's Stanley Cup Finals and in honor of North America's oldest team sport trophy being contested, our newest episode of Feedback Matters gets into the story of how a hockey metric inspired us to rethink how we use and visualize guest loyalty data.
Podcast Episode - It's Still The Wild West Out There In Review Land
A recent story and Tweet by New Jersey News Channel 12 about a business owner who fires back at people leaving him negative online reviews got us talking about how the it's still the wild west out there in the world of online reviews- a topic we first addressed 15 years ago.
Tell Me What I Want To Hear
The 2016 US presidential election saw the majority of American voters consuming news on social media, particularly Facebook, where they were algorithmically exposed to content based on their past preferences, likes, shares and web history. The result was that users saw and heard more of what they wanted to see and hear in the past, which may have affected the outcome of the election. From a business perspective, it is important to understand the perspective of all customers, whether favorable or not. Business managers should be proactive in gathering feedback across a spectrum of sources in order to make better-informed decisions.