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To optimize the guest experience and improve loyalty and profitability, Swissotel Hotels & Resorts has chosen Market Metrix’s real-time satisfaction survey system. California based Market Metrix, LLC, is the leading provider of feedback and performance tools for the hospitality industry.
Customer MetrixTM is helping Swissotel to deepen customer engagement and loyalty in the tough economy. By surveying guests about their complete experience – including lodging, spa, dining and entertainment options – managers are provided with timely information and tools for immediate service recovery, a system to isolate and improve problem areas, and information to balance strict budget requirements with the impact on guest experience.
“We selected Market Metrix due to their significant hotel experience, global benchmarking database, industry specific platform, and the talent of their team” said Meinhard Huck, President of Swissotel Hotels & Resorts. “With Market Metrix’s powerful online system and support team, we will obtain deeper insights into the experience of our guests and enable us to act on the information in a timely manner.”
“In this difficult economic climate, cultivating a sustainable and profitable customer base is the most cost-effective way to grow a hospitality business,” said Robert Honeycutt, CEO of Market Metrix. “Swissotel understands that listening and responding to guests every day is the best way to do just that. We look forward to helping Swissotel Hotels & Resorts create loyal customers and strategies that will position the company well through the current downturn and poise them for increased market share when spending resumes.”
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
