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Customer Engagement: Making the Right Connections with Guests and Staff.
By InMoment
Thursday, 29th January 2015
 

Have you ever wondered how customer service in the hospitality sector has stacked up in recent years? 

In a recent study by CGA Peach and InMoment, data showed that while customer service and feedback has been strong, there is still room for improvement.

The report found that 1 in 7 leaders don’t track guest engagement.

Just think of all the customer feedback and insights these businesses are missing. Encouraging customers to provide feedback can significantly help those in the hospitality sector to understand what’s working and to identify areas for improvement.  

One way to boost your guest experience is to improve your relationship with your employees.

71% of leaders recognise positive outcomes from employee recognition and rewards based on customer KPIs.

Taking time to recognise your staff for all their hard work and rewarding them for superior, proactive service will benefit everyone in the long run. Your employees are key to ensuring your guests have a wonderful experience, as they are the ones who are interacting with your guests.

We've seen that 90% of organisations have noticed increases in feedback data volume in the last 2 years.

More data means more opportunities for improvement. The more engaged we are with our guests, the better able we are to meet their service needs.

Overall, through customer service tracking, we’ve seen some wonderful improvements in the hospitality industry. By investing in customer experience management through detailed analytics, business owners can continue to grow and provide better service.

InMoment is a cloud-based customer experience (CX) optimization platform that gives you the ability to listen to and engage with your customers to improve business results through better experiences.

Our products and services include Voice of Customer (VoC), Social Reviews and Advocacy, Employee Engagement, Support, and Consulting. We are the leading VoC vendor for the food services, retail, and contact center industries, with deep domain expertise in B2B, healthcare, hospitality, and numerous others. InMoment packages our products and services to address your industry’s specific needs.

www.inmoment.com 

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