Whether for business or pleasure, customers always remember their hotel experience. Maintaining your brand promise is a sure way to increase loyalty but requires consistent, detailed execution of the experience, particularly as customers’ expectations evolve.
MaaS analyses verbatim feedback from any source such as reviews, surveys or CRM across the whole customer journey – from booking to checkout. Beyond conventional text analytics, MaaS identifies the actionable topics and concepts that guests talk about as well as key intents such as churn, loyalty and advocacy. It provides root causes of churn and loyalty so that you can focus on getting right the things that matter most to your customers.
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