Here We Go Again:
Amazon sues review sellers in salvo against bogus reviewers
Every so often, a news story pops up like this (click the headline to see the article). If you spend some time searching the Internet for more about this case, you'll see links to similar newsworthy items, as well as statistics about the problem that have surfaced over the past few years.
At GuestInsight/Database Sciences, we've been sort of obsessed with this issue for over a decade. Take a look at the piece below (click Read More) that we originally published more than 9 years ago. Considering how much our technological world has changed since then (Twitter and the first iPhone hadn't yet debuted), the same piece could be pretty much written today- biggest difference; online reviews are now much more important in purchase decision making.
Tough Customer(Guest) Situation? Tips to make the "save".
One of the most popular features of our service (as our clients tell us) is the guest alert- which offers guests, during the feedback survey, the opportunity to request contact from hotel management. If a guest ticks that box, email alerts are sent immediately to the designated hotel personnel distribution list with details about the guest's feedback. On average, approximately 7% of our clients' guests make the request.
Over the years (this feature has been in place for 9+ years), clients have asked us for advice on how to handle those alerts. Sometimes, guests are looking to personally offer praise for a job well done or for a personal touch in booking future additional stays.
In other instances, however, guests are looking for a personal interaction in dealing with experiences that have not met their expectations. Often, these are true opportunities to save future business (both directly and through referrals), as these guests have actively opened a direct and clear line of communication. Sometimes, the fix is easy. In other instances, not so much.
This week, we came across a blog entry about dealing with tough customer support situations. While it has a technology focus, a lot of the content translates to other businesses, including hospitality. We think it's worth a read; check it out here.
The blog of Database Sciences and its GuestInsight & ListenKeenly services.