In the tourism industry, the guest experience is paramount - but how do you really find out what your guests think? Sure, positive online reviews are great, and praise from guests in person flatters us all. But to gain a deeper insight into your guests' needs and wants, and to ensure long-term success, you need more than just a few stars on review sites.
Properly used, feedback is not just a useful tool, but the most valuable asset you can have to help your business continuously improve.
Why feedback is not just "nice to have".
Imagine knowing exactly what your guests love about their stay - or what stops them from coming back. Feedback can help you get to the heart of such questions, far more accurately and deeply than general surveys or reviews ever could. Properly collected and analysed, feedback becomes the fuel for informed decisions. But why is it so valuable, and what exactly can it do for your business?
- Direct access to the guest perspective: Guest feedback gives you the opportunity to see your business from a new perspective. It is only through this honest, unbiased view that you can see the small details that make a big difference to guests.
- Discover hidden opportunities: Many hotels and outdoor businesses believe they know their strengths and weaknesses. But the real, often hidden, opportunities and weaknesses only come to light through guest feedback. What if you could discover that "missing ingredient" that makes your offering stand out from the crowd?
- Encourage customer loyalty and referrals: Guests who know that their feedback is valued and makes a difference will feel more connected to your business. Not only will they be more likely to return, but they will also recommend your business to friends and family.
Gyden tip: Standard feedback is often not enough. It is important to use targeted and strategic surveys to get the relevant answers.
The path to strategic feedback - an exclusive approach
Of course, surveys and feedback forms are nothing new - but how many tourism businesses are using them to their full potential? Standardised questions and superficial answers usually do not provide the desired depth and blur the insights. This is where our Feedback Marketing Service comes in. Our proprietary method goes far beyond standard feedback: we have developed a precise process that allows us to gather exactly the information that will really help you and your team.
Our system is based on a three-step process in which we work with you to
- Define the key questions that are really relevant to your guests and your business
- Identify when and how best to ask for feedback to maximise response rate and honesty.
- Derive concrete, tailored measures from the feedback received to improve your offering and take the guest experience to the next level.
This approach is exclusive and gives you clarity on guest expectations.
Collect feedback - with strategy!
Many companies make the mistake of collecting feedback without doing anything with it. Often it remains a rough analysis, individual negative points are picked out and the valuable feedback ends up in a final report at best.
But Feedback Marketing is much more than that. At Gyden, we have the experience and tools to collect, analyse and act on feedback in a targeted and systematic way. Not only will you gain unique insights, but you will also be able to continuously improve your guest care and retention.
Did you know? Research shows that 68% of guests are more likely to return when they feel their feedback is taken seriously. They are also more likely to recommend the service to others. Why not take advantage of this?
Curious about the next step?
Dealing with feedback requires strategy, sensitivity and the right tools. Gyden offers you all this - and more. In a no-obligation consultation we'll show you how you can use our innovative feedback marketing to understand your guests even better and strengthen customer loyalty. Wouldn't it be great if you could not only satisfy your guests, but turn them into fans who keep coming back?
Contact us to find out more about how our approach can help you take your business to the next level through targeted feedback marketing!