Some guests are looking for a familiar-feeling home away from home. Increasingly, many are looking for personalized, one-of-a-kind experiences. No matter what kind of hospitality experiences guests seek, they expect those experiences—and every interaction with your brand—to be seamless.
Heading into 2025, CX leaders at hospitality companies are facing a one-two punch of heightened customer expectations and diminishing loyalty. Maintaining customer loyalty is key to business success, because loyal customers spend 22.4% more than sporadic customers and stay 28% longer.[1]
So what can you do?
A strong, data-driven voice of the customer (VOC) program can help hospitality companies overcome CX challenges by placing customers at the center of all they do. Successful VOC programs enable a deep understanding of customer needs, preferences, and pain points—and empower teams to respond quickly and in a highly-personalized way, which can help drive engagement, and ultimately, boost loyalty.
In this article, we’ll look at how hospitality companies are currently gathering and acting on customer feedback, and what they should be doing going forward to drive success.
Gathering customer feedback is a priority
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