- Hotel staff should refer to guest experience heatmap in IQA more often to have an end to end understanding of the guest experience in your hotel at all touch points instead of relying on snapshots, which do not offer much insight into the entire guest journey at your property.
- IQA users should refer to the social dashboard to audit and monitor the performance of their Social Media manager (internal or external) instead of relying on vendor analytics to derive conclusions. This will provide more accurate and comprehensive results.
- Abide by Pareto Law or the Law of Vital Few. Identify and work on grave areas of improvement, which address main issues like the ones that contribute majorly to the poor experience of your guests. The aim should be to solve 80% of problems by addressing 20% of cause thereby boosting reputation statistics.
- To plan your capital expense efficiently, use the insights provided by IQA. Consider customer feedback as a key ingredient in the strategic decisions.
- Use emojis cautiously while responding to reviews and feedbacks on social media. Readers may often misinterpret emojis, as they connote ambiguous expressions. However, use them wherever the meaning is none other than obvious. Tip: Avoid using emoji whenever in doubt.
- Derive valuable insights from questions and reviews and use these insights to formulate a content strategy for not only your social media handles but the website as well. These insights can also prove useful in designing operational strategies to work on weak areas.
- Do not apologize for a negative review unless you are definite that you are at accountability. Consider using the word ‘we regret’ instead of ‘we apologize’ supported by a factual statement in your justification.
- Use content response matrix to evaluate engagement on current content and plan content strategy.
- Do not rely on online reviews as the sole source of feedback. Fuse them with survey results to derive a more holistic picture of your online reputation.
- Do not own or accept Incorrect Reviews. Provide judicious response to incorrect reviews about your property by pointing out factual errors. If the need is contact Trip Advisor and other review sites to get them removed.
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