Travel & Hospitality Guest Experience Management

Confidently Navigate Today’s Travel & Hospitality Challenges

Everyone travels differently. Some focus on thrift and convenience while others seek luxury and relaxation. Therefore, it’s already difficult to navigate the sea of ever-changing guest preferences and meet their needs. And as we continue to weather a global pandemic drastically impacting the travel industry, meeting evolving customer needs has never mattered more.

Keep Your Guests Coming Back with InMoment

As travelers get back on the road and in the air, you want them to choose you. Our experience improvement approach helps you build the type of trust and confidence that elicits guest loyalty. We’ll help you deliver the right experience at the right moments, ensuring guests choose you over the competition when they travel.

Make Your Guests’ Experience More Meaningful

Every guest values experiences differently. Brands can gain a holistic perspective of guest experiences by capturing multimedia feedback from online reviews, social media sites, websites, and in-person experiences. Our XI Platform can help you gather, consume, and quickly act upon feedback to drive consistent first-rate experiences and inform business decisions. This combined intelligence gives you an edge over the competition and a meaningfully improved and more personalized experience.

Provide Employee Feedback & Coaching Opportunities

Whether it’s a ticketing agent at the airport or the concierge who hears firsthand guest desires, employees are a great source of intelligence. Travel brands can leverage employees to achieve a frontline, on-the-ground perspective of the experiences they provide for guests, and the processes they rely on. Additionally, coupling this data with guest feedback enables brands to coach employees and make underlying business changes to enhance experiences for all.

Leverage Case Management to Improve Experiences and Processes

Boost ROI Using Strategic Intelligence and Expert Advice

Travel brands know their guests best, of course, but that doesn’t mean that an experience improvement solution has to be fully DIY or fully managed. Our in-house team of experts distills decades of experience and expertise into advice to help you predict patterns, trends, and anomalies that lead to making strategic business decisions for better business ROI. Our team is available whenever or however you need them.

A member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another year.

Harvard Business Review