the rise of the power customer - ppa connect 2015
TRANSCRIPT
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The rise of the
Power Customer...
Sophie Brown: ExploriPPA Connect: 2015
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Disclaimer
Disclaimer: I am not a research guru*
*Based on a representative sample of 2 research gurus
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• Own your feedback
• Seek it out• Use it to power your event
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155 new posts per minute
918,994 event
surveys on
Explori
53% won’t book an
un-reviewed hotel
Quantity of reviews more important
Luxor Las Vegas?
19,300Reviews!
“Tripadvisors” entering event market
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Se-ries189%
11%
Companies who see
customer experience
as primary basis for
competition
(89%)
Companies hoping to get bitten by a radioactive spider
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Customer feedback super powers
Say please
Seek it out Be genuine
Act on it
Never ever hide
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Seek it out...
• Make someone responsible
• Do it on time and with
purpose
• Ask the right people
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Please!
If you want feedback
– ask for it!
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Be genuine
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Act on it
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Don’t hide...• Feedback is most
important in bad times• Get insight not info• Share the results widely
and well
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Use the power…
explori.com/blog @explori