Presentation explores approaches and limitations of the use of data in terms of quality management and product development in leisure hotels.

• Understanding customers’ preferences throughout the customer journey.
• Booking drivers vs. satisfaction drivers, what the customer is willing to pay for vs. what makes them happy.
• What makes a satisfied customer into a promoter? What makes the real difference?

• Research forms the foundation of making correct decisions. Without facts based on solid data and analysis, nothing can be understood properly and monitored to determine the impact of our activities and initiatives.
  In this session, we will examine the core aspects of scientific literacy that is required for Customer Experience professionals to take research into CX action. By using NPS as an example we will delve into how customer experience activities influence NPS scores and how without those activities being successful, the data will never provide the results you and your colleagues want, as well as leaving alone your customers, Executive Board and shareholders.
• NPS
• Scientific Literacy
• Research to Action
• Driver Modelling

Case study of 5+ years of missteps and successes on the journey of increasing value to customers and trying to understand NPS at the same time.

Real life examples of:

• What didn’t work for us
• What worked for us
• What’s next