C3Centricity

JUNE 8, 2020

From ROI / ROR to ROE. There has been a lot of discussion in the past few years about the need to move from a return on investment to a return on relationships. These may include the friends of past guests, who have heard about the hotel or restaurant and are interested in visiting it for themselves.

Hospitality 268

Hospitality Customer Centricity Hotels How To 268

SurveySparrow

JANUARY 5, 2021

And the main reason behind this is, only a few companies see employee experience as an urgent investment. They’re not aware of the benefits of employee experience, or they don’t know how to measure the returns on employee experience. However, businesses may find it hard to measure the returns on employee experience.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

C3Centricity

MAY 20, 2019

It is true that without satisfaction, customers will not return to a hotel or restaurant. From ROI / ROR to ROE. There has been a lot of talk recently on moving from a return on investment to a return on relationships. And they will almost certainly share their (bad) experiences with anyone who will listen.

Industry 218

Industry Strategy Hospitality Hotels 218

SurveySparrow

JUNE 30, 2023

Measures success through customer satisfaction metrics- Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Measures success through usability testing, user feedback, task completion rates, and conversion rates.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. From the GRBD report ROI of Insights. From the GRBD report ROI of Insights.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. To illustrate the difference, I’ll use NPS measurement as an example.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Opinionator

JULY 21, 2019

The purpose of mystery shopping is to measure employee integrity and operating standards. Hotels and accommodation providers. They measure the quality of service, and to confirm whether employees are complying with regulations and policies. In fact, we argue, that at best, it is a high cost, low success training tool.

Return on Investment 69

Return on Investment Retail Feedback Effort Score 69