The cost of a single negative experience is more profound than meets the eye. Beyond losing a customer, it triggers negative word-of-mouth in the age of social media, potentially reaching an unlimited audience. Moreover, disgruntled guests can disrupt others’ experiences, compounding the problem.
Managers often miss these issues due to limited visibility and inefficient feedback systems. Unnoticed problems drain resources and hinder growth potential. To address this, implement an anonymous and user-friendly feedback system, encouraging guests to share their experiences without fear.
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