Cornell Webinar: Customer Social Engagement - Loyalty, Reputation, and Profits

The guest experience is at the heart of hospitality. The industry thrives on going the extra mile for customers and making them as comfortable and satisfied as possible during their stay. But how do hospitality leaders know if their efforts are successful?

Guest satisfaction surveys are a good place to start when looking to quantify the impact of private interactions with customers. Yet simply getting guest feedback isn't enough; those survey results need to spur managerial responses in order to constantly improve the guest experience.

In this session, we'll dive into a multi-year sample of hotel/guest interactions at Best Western Hotels as facilitated by the customer experience company Medallia. Using this as our model, we'll explore how guest surveys can increase satisfaction, engagement, and your bottom line.

WHAT YOU'LL LEARN

• The impact and uses of guest satisfaction surveys
• How Best Western and Medallia facilitated a multi-year guest survey
• How those survey results were utilized by management
• The ways in which surveys help boost guest satisfaction, engagement, and loyalty

SPEAKERS

• Chris Anderson - PROFESSOR - Cornell School of Hotel Administration
• Michael Morton - VICE PRESIDENT OF OPERATIONS - Best Western Hotels & Resorts
• Geoffrey Ryskamp - GLOBAL HEAD OF HOSPITALITY, TRAVEL & LEISURE - Medallia
• Tammy Lucas - VICE PRESIDENT OF MARKETING - Best Western Hotels & Resorts

For more information please contact Nicole McQuiddy-Davis
+1 607 254 3383