Contextualizing Guest Engagement with Real Insights
By Derrick Garrett Founder & Chief Executive Officer, Roundhouse Multimedia | November 03, 2019
Consider the choice between receiving a complaint or not receiving a compliment. It may seem obvious but be forewarned: equating a lack of complaints with a compliment creates a false narrative. In no way are those factors correlated.
But how do you know what your guests are feeling when they're not using their words? How do you genuinely measure satisfaction? The answers will never be revealed on a static survey form.
Next gen technology is providing a path forward in this pursuit to contextualize the actions of your customers, leading to a more accurate representation of their emotions. Quantifying these emotions in a predictable and repeatable fashion paves the way not only to consistent business, but to continuous upselling as well.
Technology has long ceased to be maligned as an unnecessary expense. Not only is advanced technology required now, but it's transforming from an uncomfortable cost to a shrewd investment with quantifiable returns.
Measuring the Wow
I started down this train of thought after an eye-opening conversation with a senior hotel executive. We were talking in general about how we need to create the 'wow factor' when a guest walks in. In regard to the music, he commented that he thought it was good, and he never had any complaints. Then he added, "But also, I haven't heard anyone say, 'Wow, the music is great!'"