Consumers are savvier than ever when it comes to selecting their hotels or deciding which restaurant to visit. Given the flexibility the internet has brought to consumers, hospitality and food service leaders must maintain their brands based on more than just price. Successful chains accomplish this goal by anticipating customer needs and providing exceptional customer experience in terms of quality and comfort. Still, customer service champions need a method to harvest and analyze customer feedback to maintain their commitment to top quality service, understand their brand positioning, and introduce new products and services.

Consider the potential insight contained in:

• Guest Satisfaction Surveys
• Online Reviews
• Call Center notes
• Comment Cards
• Email/IMs
• Property Management Systems

Marketing, Customer Service and Product Innovation professionals can leverage the entire sum of content - structured or hidden away in these example text-based sources - and extract meaningful insights. Our Content Mining Platform™ harvests information from any internal and external source and transforms it into intelligence that can be analyzed alongside your structured data.

Deliver on your brand promise

• Identify opportunities to improve and drive brand loyalty.
• Exceed customer expectations by identifying key needs and desires.
• Understand competitive positioning to maintain brand perception.
• Deliver new and improved services to acquire and retain more customers.