Emotion is the strongest driver of customer retention. A Live Experience solution provides an opportunity to create a personalized experience that evokes positive emotions, builds loyalty based on trust, increases response rate, and decreases hold times.
Collecting guest feedback and responding to their needs in real time enables you to make guest satisfaction a priority.
The Live Experience solution offers ways to prevent negative post-stay feedback:
Collect the feedback with a Live Survey while guests are on the premises to reveal insights into how to improve their current experience
Act on feedback by taking action on the spot and maintaining conversations. Responding to guests’ needs in real time is essential to making them feel heard, appreciated, and putting them at ease
Let your guests proactively communicate issues in real time with Live Messaging, initiate a fast service recovery, establish trust, and improve the overall guest experience