the rise of the power customer - ppa connect 2015

The rise of the

Power Customer...

Sophie Brown: ExploriPPA Connect: 2015

Disclaimer

Disclaimer: I am not a research guru*

*Based on a representative sample of 2 research gurus

• Own your feedback

• Seek it out• Use it to power your event

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

Se-ries189%

11%

Companies who see

customer experience

as primary basis for

competition

(89%)

Companies hoping to get bitten by a radioactive spider

Customer feedback super powers

Say please

Seek it out Be genuine

Act on it

Never ever hide

Seek it out...

• Make someone responsible

• Do it on time and with

purpose

• Ask the right people

Please!

If you want feedback

– ask for it!

Be genuine

Act on it

Don’t hide...• Feedback is most

important in bad times• Get insight not info• Share the results widely

and well

Use the power…

explori.com/blog @explori