Currently, many hotel businesses often focus solely on business and find ways to optimize profits while neglecting or ignoring the importance of collecting and handling complaints, comments, and customer contributions. Forgetting about this can cause the hotel to fall behind.
Follow Hanami‘s article, “The Most Effective Tactics for Collecting Customer Feedback” to find out!
Benefits of Customer Feedback
Customer feedback is an essential tool for assisting customers in identifying their strengths and weaknesses. As a result, the hotel can improve and enhance its quality. Above all, it provides significant benefits, which are listed below.
Help the hotel develop effective business strategies
If the hotel has developed business strategies for peak tourist seasons but has yet to implement a specific plan, it will most likely be unable to compete effectively with rival hotels.
As a result, hotels should use survey questions to collect customer opinions. In this way, it is possible to gather multiple viewpoints from each individual and develop a new, highly effective strategy.
Become a reliable source of information for other customers
Advertising and marketing have been saturated as a result of the rapid rise of social networks or other media. Due to this, many customers lose faith in a certain product or service.
Instead, they only trust the opinions and feedback of previous customers who have used the product. Because of the relationships formed around a loyal customer who has a positive experience at the hotel, the hotel will easily attract new customers.
Customer satisfaction evaluation
The more satisfied customers are with the products and services of the hotel, the more likely they will come back and recommend the hotel to their acquaintances. To be able to measure customer satisfaction, you can listen to, record customer opinions or use a form to survey customer satisfaction.
Customer retention
When a hotel receives comments and feedback from customers, that information can be used to enhance customer service and boost their satisfaction. By doing this, the hotel will give customers the impression that their contributions are highly valued, earning their trust and loyalty each time they travel for leisure or business.
Hence, whenever a customer expresses an opinion or feedback, whether positive or negative, the hotel must act promptly to implement the best handling strategies.
How to Collect Customer Feedback & Make it Count
Create a review website
One of the best ways for a hotel to actually understand what customers think about their products and services is to use an online review website. When compared to description and promotion, encouraging customers to join review sites and post reviews on fan pages, groups, or websites can enhance brand reputation by up to 12 times.
Also, you must respond as soon as possible to consumer comments to make them feel valued and heard.
Maximize hotel presence on various channels
Social networks and media are currently being developed, allowing hotels to reach customers more easily and quickly. Because of the various information channels and the service experience that customers always expect.
As a result, hotels must ensure that they have the ability to manage all customer feedback on all channels in which the hotel participates in order to provide quick and timely support.
You can increase your omnichannel presence in a variety of ways, including placing popups, setting review buttons, offering incentives for customers to fill out surveys, chatting with customers, and so on.
Discuss in online forums and community groups
Customers frequently use forums and communities to search for information and discuss topics. Therefore, businesses can participate in group discussions to easily approach and integrate with their customers. From there, it is easier for them to provide information about the hotel’s products and services and collect customer feedback.
Give suggestions or ideas to improve the product so that it can reach customers quickly and bring the business rapid growth.
Send an email to increase customer feedback
Email is one of the most effective ways for businesses to collect customer opinions and feedback. When implementing email sending strategies, pay close attention to the time and purpose of sending emails, as well as some other relevant information and content. If you send spam email, it will definitely end up in the recipient’s spam folder.
Use SMS for customer communication
According to statistics, 90% of customers open their text messages within three minutes, and up to 30% of customers reply. This shows that using SMS to collect customers’ feedback or opinions is incredibly effective and makes it simple for businesses to connect with and engage with those customers.
As can be shown, customer feedback has a significant impact on a hotel’s operations and growth. Hopefully, Hanami’s article “The Most Effective Tactics for Collecting Customer Feedback” will help you have a better understanding of the importance of customer feedback. Stay tuned for more updates.
