Feedback Matters

Feedback Matters - Podcast Trailer

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.

Hockey and Customer/Guest Loyalty

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

Are you getting everything out of your guest experience survey?

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

Firing Up The Way Back Machine: The more things change, the more they stay the same.

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

The sales guy weighs in on analytics and data visualization.

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

What’s New In ’22 (so far)?

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.

Feedback Matters Holiday 2021- Year End Wrap Up

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

Wait what? You got how many emails during Cyber Week?

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