No longer will large beat small, but fast will beat slow
Times are increasingly changing in the Hotel and Cruise Industry; no longer will large beat small, but fast will beat slow. This is simply because guests today have powerful, real-time mediums in which to voice their opinions. In addition to onboard surveys and customer service emails (and often instead of) guests say what they think in online reviews on ratings websites, and to contacts on social media sites such as Facebook and Twitter. With social media and review sites growing in popularity, guest psychology and buying behavior is also changing. A survey entitled the 2010 Portrait of American Travelers evaluated the travel buying patterns of leisure travelers and found that practically all have gone online to get information about travel suppliers (89 percent) and make reservations (87 percent). Travel Mole, 7/10.
Therefore, now more than ever, Hotels Cruise Lines need to be able to understand what is being said about them, derive actionable insights, and adjust. This is often easier said than done as the major challenge with social media is that it has changed the face of analytics altogether. Social media aggregators or traditional manual and keyword search alone is insufficient for locating information trends in a timely, reliable manner. It has become critical for Hotels and Cruise Lines to be able to view all “unstructured” information organized in dashboards for use in analysis to drive business decisions across the enterprise. Because of this crop of highly visible and interactive social media all departments needs a text analytics solution, and Marketing, Operations and PR needs to be at the same table together!
S.Q.B.I. is the solution; our online guest opinion and competitive benchmarking dashboard:
Eliminates the major business problem of multiple feedback sources
Provides more accurate benchmarking data and indices
Leverages the most valuable, and least used, feedback source; text
Allows Cruise Lines to make apples-to-apples comparison between internal and external feedback sources
Please contact us through http://sqinsight.com for more information.