newBrandAnalytics, a provider of social business intelligence solutions, today launched its Social Guest Satisfaction product for hospitality organizations.
Blending social media feedback, guest satisfaction, and enterprise business intelligence, Social Guest Satisfaction captures a complete, real-time view of customer feedback online, synthesizes it, and equips executives with the actionable insights needed to improve customer satisfaction and loyalty, increase revenue, and drive sustainable bottom-line results.
“Everyone in the hotel industry recognizes the importance of social media and online customer feedback. However, few companies have figured out how to systematically analyze information shared through social media channels, allow the operators immediate access, and provide it in a format that takes only seconds to evaluate,” says Neil Shah, president and chief operating officer of Hersha Hospitality Trust. “newBrandAnalytics’ Social Guest Satisfaction software solution provides this capability and will help us drive operational improvements and deliver superior guest satisfaction.”
Social Guest Satisfaction solutions have been uniquely created for restaurants, hotels, and spa and fitness organizations with guidance from each industry’s best-practice owners, operators, and marketers. Additional industry-focused social customer satisfaction solutions are in development for other service intensive industries and will be rolled out for the cruise line, airline, gaming, retail, healthcare, and sports/entertainment industries.
“Hospitality companies that have used social media listening platforms and traditional guest feedback channels to gain customer insight are turning to newBrandAnalytics because it has emerged as the most relevant, analytical, and actionable way to understand performance,” says Kam Desai, co-founder and chief product officer at newBrandAnalytics. “Our solutions revolutionize their ability to provide a great customer experience for all of their guests and drive sustainable, bottom-line results.”