The success or failure of any organization in the travel and hospitality market is closely tied to the ability to deliver consistent and high levels of customer service. This means that employees must be trained and their performance measured to ensure that every touch point with the customer is positive. Regular and consistent feedback is needed to continually monitor customer satisfaction and spot trends early before they cost the organization real revenue
Vovici solutions can help travel and hospitality companies manage feedback and eliminate the disconnected listening created when different tools and methods are used by different groups within the organization to generate transactional surveys. By using a single integrated platform for feedback, consistent and synergistic online surveys can be implemented at each of the critical points along the customer experience. The result is an end-to-end view of customer feedback to readily identify trouble areas that negatively affect customer satisfaction. And Vovici solutions are proven enterprise class solutions that can handle the potentially high volumes associated with the industry.
Combining this enterprise wide approach with the flexible and adaptive nature of the Vovici solution means that companies can apply whatever customer satisfaction or loyalty metric has been adopted by the organization—such as Net Promoter® Score (NPS), Customer Loyalty Index (CLI), and Customer Satisfaction Index (CSI). Vovici can help close the loop back to the supporting customer systems to ensure the identification of problems is immediately addressed through directed customer communication and appropriate remediation.
Travel and Hospitality companies concerned with customer satisfaction know that employee education is a key element in making organizational objectives. Gauging the effectiveness of this education requires the application of consistent feedback steps throughout the education process. Before and after class survey assessments of the students help gauge effectiveness at the course level. Customer feedback provides insight as to whether the training is transitioning from the classroom to practical application. Broader feedback can contribute to creating key metrics to measure effectiveness and identify inconsistencies in the application of education programs.
Vovici solutions also provide travel and hospitality companies the complex market research capabilities needed to keep pace with changing guest needs and requirements. Companies can use feedback to test new offerings, packaging, and pricing to keep pace with emerging destinations, changing consumer tastes, and competitive pressures.
Vovici releases Community Builder module that will allow organizations to quickly and cost effectively create and manage online community panels — providing a voice to customers, employees, and other constituents. Learn More.
Join Vovici for an American Marketing Association webcast beginning May 1: Building Online Communities for Feedback – Why You Need Them and How to Use Them. Click here for details.