How Lumoa's AI based NPS driver analytics can help hospitality industry

 

Customer experience, or guest experience, is the key for success in hospitality industry. Every single aspect in the offering, in the customer service, or in the digital booking can make a big difference. Whether you run a hotel, restaurant, travel agency or a cruise provider, you know this well.  Customer feedback gets easily amplified in social media. You need tools to be on top of the feedback every day and capabilities to react on it fast - to ensure that the next guest gets the perfect experience and is willing to share the most positive review on your business.

Benefits of Lumoa's service

Fast: Improve customer retention by solving the key issues immediately.

Focused: Understand the feedback in multiple languages and drill down to results by nationality, gender, age or location.

Actionable: Increase the conversion of your sales channels by understanding your customers' issues and delights.

 

Use cases

Understand customer experience drivers. Understand the most critical factors driving Net Promoter Score up or down.

Employee coaching for best practices. Identify best practices in the operations and the ways to delight different customer segments and improve the guest experience by coaching employees.

Quantify the value of service mindset to customer experience. Understand how much the service mindset of your personnel influences the Net Promoter Score.