Attensity Solutions for the Hospitality Industry
It’s simple: Retain customers by listening to them.
There's no industry that places more demands on customer service than in the hospitality industry. Today’s customers are savvier, have many more choices and at this moment they are spending more time researching your offering online and thinking twice before they part with their dwindling discretionary income. Traditionally, hospitality industry executives have also managed a high amount of employee turnover, so you’ve spent many training hours and dollars imparting to your employees that they are in fact selling customer satisfaction - not just a room, a seat on a plane or a meal.
For example in the hotel industry, studies indicate that brand image and customer satisfaction with the performance of housekeeping, reception, food and beverage, and price are positively correlated with customer loyalty. But how do you capture your customers’ feedback mostly hidden in call center notes, emails and survey responses? And what about the online message boards and consumer reviews that customers cull before they even reach out to contact you and set foot onto your property or board your plane? You’ve spent years fine-tuning guest satisfaction surveys, have devised online reviews, issued comment cards, and are now inviting your customers to email or send IMs, which you need to manage next to call center notes or property management systems. Understanding your customer’s attitude, feelings, and propensity to recommend your products and services is vital to the survival and growth of your business.
"We realized we needed to listen very carefully to customer feedback" said Don Hill, Travelocity's director of customer advocacy. "With Attensity we are finding out new things we didn't think to ask, as well as understanding the sentiment and issues around what we did ask."
Path to Performance
Turning your customers into loyal advocates of your service organization is the obsessive focus of all your service efforts. Attensity's business user applications help Marketing- and Customer Service officers extract and harvest actionable insights from all customer-generated content –structured and unstructured - enabling you to deliver exceptional customer support without adding expense and headcount.
Start by empowering your customers to efficiently self-serve. Attensity Service provides service portals that deliver a high degree of convenience for customers to review travel plans, request changes and get travel advice when they want it.
Attensity Respond "reads" text and can help you automate up to 95% of your inbound and outbound customer communications in your contact center, and intelligently route social media communications from sites like Twitter to the right person for response.
Attensity Voice of the Customer automates the continuous analysis of customer feedback to intuitively inform your business decisions via easy-to-read reports. And if you are concerned what is being said about your brand online, Attensity Cloud helps you understand competitive positioning and preempt detractors by delivering nonstop analysis of an equally unremitting market buzz found online where your customers are seeking reassurance why they should commit their hard-earned dollars to you.
Continuously listening and taking actions on your customers’ loquacious insights and personably responding to your customers’ needs and wants are the twin engines propelling stellar customer service and guest loyalty.
