the rise of the power customer - ppa connect 2015
TRANSCRIPT
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