In this very short episode (less than 4 minutes), we take a look at a simple feedback request that follows through on an online transaction. Despite a really nice UX and a request that is respectful of the customer's time, we discover sloppy technique.
This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business).
Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

In this episode, we review the feedback "ask" from a fine dining restaurant. This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

In this episode, we review the feedback "ask" from a large multi-national hotel chain.
This is the 5th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business).
Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.
#cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

In this episode, we review the feedback "ask" from a "fine dining" restaurant. This is the 4th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.
 
Watch the video version: https://youtu.be/JMo7khgRGPY
#cx #survey #bestpractices #guestinsight #hospitality #review

In this episode, we review the feedback "ask" from a large resort. This is the third episode of our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business).
Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.
#cx #survey #bestpractices #guestinsight #hospitality #review

In this episode, we review the feedback ask from a hotel in a city location. Spoiler alert- things start out great but then take a turn. This is the second episode of our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We point out the good, the bad, and the ugly...names and places will, of course be hidden to protect the innocent (or guilty). #cx #survey #bestpractices #guestinsight #hospitality #review

This is the first episode in our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We show the good, the bad, and the ugly...names and places will, of course be hidden to protect the innocent (or guilty). In this episode, the feedback "ask" from a restaurant is a bit confusing... #cx #survey #bestpractices #guestinsight #hospitality #review

In this series, we review the feedback requests from different kinds of businesses - from the perspective of a guest or customer of each business. Among the things we'll get into: Does the "ask" strike the right tone? Is the survey appropriate for the experience provided? Is the survey too long (or too short)?
Blog Post That Started This: "Tell Me What I Want To Hear" https://www.guestinsight.com/feedback-matters-blog-posts/tell-me-what-i-want-to-hear-its-not-about-you-its-about-me
 
#cx #survey #bestpractices #guestinsight #hospitality #reviews

What's this podcast all about? All things related to guest & customer experience feedback. Join us for discussions about feedback surveying in general- both from an historical perspective, as well as how it fits into today’s online review fueled purchase economy. We explore survey design best practices, as well as look at the always increasing number of ways to analyze the data that well designed surveys provide. And, we get into some more broad consumer behavior topics like customer and guest experience and loyalty, and, of course online reviews and their influence in consumer purchase decisions.

The story of how the loyalty metric, Fan Value Score, was inspired by the Plus/Minus hockey rating.
 
guestinsight.com
#cx #guestexperience #customerexperience #sportsanalytics #customerloyalty #brandloyalty
 
 
Our Guest/Customer Loyalty Series: Introduction - https://youtu.be/L6Zsbl_CrLM Part 2 - https://youtu.be/jrHb4UuLI9M Part 3 - https://youtu.be/LOLSfmEskN0

What is your guest survey doing for you? How is it integrated into your organization's operations? We recently published a free checklist for hospitality operators to use as a guide to getting the most out of guest feedback. In this episode, we discuss how and why to use it. Whether you're looking to make changes to your current guest feedback solution or are happy with what you have in place, taking a look at the checklist (and watching/listening to this discussion) can add some context to the guest feedback process. #guestexperience #cx #feedback #bestpractices
Get the checklist here: https://subscribepage.io/zi547G

The world has changed quite a bit in the 17 years we've been collecting and analyzing guest experience feedback. In this episode, Rich and Jeff discuss some of the big changes we've seen in our industry over that timespan, as well as how, perhaps surprisingly, some things haven't really changed at all. #hospitality #guestexperience #surveys #surveydesign #cx #bestpractices #hotelbusiness #restaurantbusiness #feedback

We recently released a new Guest Feedback Dashboard for our clients to visualize and digest their guest experience feedback data. In this episode Jeff and Rich discuss usability of dashboards and deeper data reporting within the context of stakeholders who use these tools.
To view the dashboard yourself, start here: https://survey.guestinsight.com/survey/theinn

After a month hiatus from the podcast because we were immersed in software upgrades to our GuestInsight feedback platform, we're back at it.
 
In this episode (audio only), Jeff and Rich discuss some of the data out there relating to the recovery from the pandemic.

Cheers! Looking back on 2021; some interesting data about travel and hospitality, shopping trends, the PNC Christmas Index, and even a little baseball analytics.
THINK WITH GOOGLE - The Year In Search https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/redefining-normal-in-2021/
PNC CHRISTMAS PRICE INDEX https://www.pnc.com/en/about-pnc/topics/pnc-christmas-price-index.html
LASTING DESIGN EFFECTS OF COVID https://www.nytimes.com/2021/11/23/magazine/covid-design-legacy.html?smid=li-share
#feedback #holidays #trends #2021wrapup #holidayshopping #christmasindex