In 2014, two studies made by TripAdvisor and PhoCusWright reflected the following similar results- 77% of travelers reference reviews before choosing a hotel. 80% travelers read around 6-12 online guest reviews; and 73% look at photos put up by other travelers before booking a room. Online travel reviews have always played an increasing role in the guests’ decisions to stay at hotels. But, hoteliers have only recently begun to understand its significance.

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The hotel industry today has fundamentally changed, especially when it comes to both demand patterns and customer purchase behavior. This is the reason that most existing Hotel Revenue Management approaches seem to be outdated in the present time. When we talk of Hotel Revenue Management, we must understand that it is a complex field. Consumer demands today have become highly specific today. This is why if hotels have any weaknesses, and they are exposed, news is easily shared worldwide.

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Reputation score is a key indicator to measure your customer satisfaction based on the customer reviews you collect on RepUp Dashboard. Reputation Score formula is specially designed and takes many factors into account, such as number of reviews, the age of the reviews and the star rating of each review. It’s a combination which is more than just an average of all your reviews combined.

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There are so many functional aspects of running a hotel business successfully, that hoteliers often find it difficult to maintain the standard of their service levels. You need to keep a track of everything that’s happening in all functional areas such as the front office, food, and beverages, housekeeping and more. There’s just a lot on your plate! In this scenario, identifying the gaps in your service may become a challenging prospect. Efficiency comes from being able to visualize everything about your hotel on a single platform so that you can gather actionable insights. This is where guest intelligence comes …

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Extensive research has proved that evangelistic Customer Loyalty is one of the most important drivers of growth in any industry. In recent times, the single and most powerful tool which is being widely used to measure customer loyalty to a company, product, service or brand is the Net Promoter Score (NPSSM). Net Promoter Score gives you a quick way to get feedback from the customers by asking the ultimate question, “How likely is it that you would recommend this company to a friend or a colleague?”

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Customer experience mapping isn’t new. In fact, it’s commonly used in consumer marketing but despite its tremendous benefits, most businesses perceive it as something only large corporations can adopt. Think about Google. Isn’t it a great company? What about Apple, Amazon and Starbucks? You love them too. In contrast, there are companies that you don’t love much.

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