CEM Feedback Hotels Management 
CX Journey
SEPTEMBER 16, 2014
Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? In walks reputation management. Most of reputation management is focused on pushing down negative search results. What on earth is going on?! What is it? Let me share a couple of definitions.
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.
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PeopleMetrics
MARCH 26, 2018
Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. If you're a hotel, you may think about the first interaction guests have with the doorman, or the team at the front desk. That is a touchpoint in and of itself.
PeopleMetrics
SEPTEMBER 12, 2019
Native Mobile App: refers to customers who download a company’s iOS or Andriod app, and feedback is gathered about their experience with it. In Location: refers to an actual in-person customer experience, such as a retail store, restaurant, or hotel. Gathering omnichannel feedback. Ready to collect feedback at every touchpoint?
PeopleMetrics
JUNE 29, 2020
I am talking about hotels, restaurants, private clubs, retail stores, field service organizations that visit homes, etc. visit to retail store, hotel, customer home, etc.). It’s important that customers feel like they can provide feedback on their overall experience, even during these times. Yes, before NPS. What did they do?
PeopleMetrics
JULY 29, 2020
surveys sent to customers after an event such as a visit to a hotel, call to a support line, or a technician visit to a home) should take no more than 3 minutes to complete, ideally more like 1 minute. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Don’t do this! Sean holds a Ph.D.
PeopleMetrics
AUGUST 21, 2018
This question can be made more contextual by adding specific dates for their last experience: “During your visit to Hotel X on July 28 through July 30, how satisfied were you with the experience?”. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
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