Feedback Matters
Welcome to Feedback Matters by GuestInsight 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 a 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.
Listen on:
Episodes
Tuesday Mar 22, 2022
Tuesday Mar 22, 2022
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
Monday Feb 28, 2022
Monday Feb 28, 2022
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
Tuesday Feb 15, 2022
Tuesday Feb 15, 2022
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.
Wednesday Dec 29, 2021
Wednesday Dec 29, 2021
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
Sunday Dec 05, 2021
Sunday Dec 05, 2021
In this episode we take a look at the number of marketing emails being sent around Black Friday and Cyber Monday, as well as discuss some email communication best practices. #feedback #emailmarketing #blackfriday #cybermonday #cyberweek #givingtuesday #smallbusinesssaturday #bestpractices #followthrough #transactionalemail
Thursday Nov 25, 2021
Thursday Nov 25, 2021
Learn some interesting stats and facts about Thanksgiving and some traditions. Jeff quizzes Rich on Turkey Day history, travel, retail, movies, parades, and football. #cx #feedback #thanksgiving #trivia
Saturday Nov 06, 2021
Saturday Nov 06, 2021
If you could only ask your customers/guests 1 question, what would it be? #feedback #cx #guestexperience #customerexperience
Friday Oct 15, 2021
Friday Oct 15, 2021
Customer/Guest Expectations and the word you don't want to read in your online reviews.
Blog post about Customer/Guest Expectations:
https://www.databasesciences.com/blog/guest-expectation-tricky-business