5 CX Predictions for 2019
It’s 2019. Customer expectations are rising, which means it’s time to focus on building an experience-centric engine within your business, one that engages both your customers and employees at a...
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At Medallia, we know that it is critically important for global hotel brands to understand how they are performing in customer experience versus their competition. That is why Medallia’s Social Feedback solution now includes Global Benchmarking, which enables real-time, brand-level benchmarking based on social reviews and scores from the top social sites in hospitality, delivered natively within Medallia Experience Cloud. With the ability to track aggregated metrics in social dashboards, slice and dice social data, and receive trigger alerts for urgent feedback that requires immediate attention, we are excited to empower the hospitality industry to dive deeper into this wealth of data to better understand competitive positioning and increase customer satisfaction at all levels.
Medallia is currently the only platform that can deliver this type of real-time, self-service social benchmarking across brands, regions, Smith Travel Research attributes, industry-bespoke text analytics topics, and more. With Global Benchmarking, companies now have access to nearly a decade of trending social review data from more than 20 of the top social media sites. Our catalog of tens of thousands of global hotel properties and over 1,000 brands is updated in concert with Smith Travel Research for the most accurate, real-time global view of the hospitality industry. Nearly 30 filterable Smith Travel Research-defined attributes are integrated into our benchmarking solution to allow for robust filtering capabilities to drive investigation and deeper analysis into competitive brand performance.
Hilton, a global leader in hospitality, relies on our new Global Benchmarking solution to monitor performance in the marketplace and understand how guests perceive their experience with Hilton brands relative to competitors. Hilton leverages text analytics to understand the volume and sentiment of guest comments as a means to prioritize areas for improvement and/or further differentiation. Using the segments feature, Hilton monitors brand performance across regions and location types to identify opportunities to deliver better experiences to its guests.
Hilton is just one case study of how our new benchmarking capability can be used. With access to the valuable insights needed to assess brand performance relative to the market, companies around the world are now able to better understand trends to drive higher customer satisfaction and improved business results.
To learn more about Medallia’s Global Benchmarking, check out this video. And, to learn more about Medallia for Hospitality, click here.