Driving Results: How Reputation Management Transformed Customer Experience and Revenue

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Marketing Byte: How Franchises Track and Manage Online Reputations

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Driving Results: How Reputation Management Transformed Customer Experience and Revenue

‍In 2014, Hotelatelier created a Customer Centricity department to place the guest at the center of strategic actions and decisions. They cultivated a reputation-focused culture, setting service standards and KPIs that delivered impressive results: a 95% response rate and an increase in overall ratings from 84% to 88% between 2014 and 2018, driving significant revenue growth.