What are some thoughts you may have if you had to stay at a hotel during COVID? Is your room thoroughly cleaned? Are employees taking the proper precautions? Linda, our Global Director of Client Services, shares her discoveries during an unexpected hotel stay.
On this webinar, we share:
- Translating the real meaning of NPS, and how it can help (and hurt!) your business insights
- The top 3 three reasons why Passives are more dangerous to ignore than Detractors
- Why the type of survey you use matters (Hint: you’ll need more than one!)
Rounding up the team for an annual meeting resulted all of us staying in a nearby large branded hotel, no room sharing or AirBNBs possible. The team ranged from High to Low Risk, all non-symptomatic, which resulted in guests with a range of expectations.
We wondered: how often do exceptional moments occur to make the experience memorable even when face coverings and barriers were in place?
Rounding up the remote team for an annual meeting resulted in twelve of our “out of towners” staying in our nearby large branded hotel. These individuals ranged from Baby Boomers to Generation X’s to Millennials, resulting in guests with a range of expectations.
We wondered: how often do exceptional moments occur to make the experience memorable?
For the past few weeks, we have all experienced a huge shift in shopping behaviors to digital adoption and online experiences. As retailers, restaurants, and other on-site businesses begin to reopen, there will be another shift in consumer behaviors… And it’s not going to be the same as before.
Are you ready to reopen with the upcoming ‘new normal’?
‘Some clients firmly believe that passively collected data are a better way to reveal true, actionable insights about consumers’ behavior… we’ve been cautioning against the sole reliance on passive data, because we continue to prove that direct interaction with a respondent is still valuable in unlocking the why behind their behavior, IF you do it right.’ BARE shares an article by Mary Mathes for Quirk’s on the importance of purposeful data collection.
‘Most managers are struggling to navigate the impact Covid-19 is having on their organizations, but how the pandemic is affecting different parts of the enterprise varies dramatically from one department to the next.‘ BARE shares an article by Matthew Dixon, Ted McKenna, and Gerardo de la O for Harvard Business Review on how to support your customer service team, and subsequently your customers, through the coronavirus crises.
‘Consumer electronics like phones or laptops are now essential medical technology, as doctors visits have transitioned from medical offices to your home. Via, of course, video live-streaming. “Vonage drives virtually all of the major telehealth providers throughout the world,” says CEO Alan Masarek recently on the TechFirst podcast. “And we’ve seen literally in the last month a 2,000% increase in video usage in the telehealth vertical.”’ BARE shares an article by John Koetsier for Forbes Consumer Tech on the unprecedented increase in telehealth and online video usage as industries shift into digital adoption amongst COVID-19.
‘Customer loyalty and optimism is at the top of most companies’ list of things to be concerned about during COVID-19. The way companies react to the current crisis and publicly treat their customers will significantly alter their reputation for years to come.’ BARE shares an article by digital agency Onimod on how to put your customers’ interests first with these simple tips on customer relationship management.
‘Many marketing experts predict that e-commerce sales will only increase as COVID-19 infections soar, social distancing becomes standard practice, and more people choose—or are required—to stay home. However… 36% of sellers predict their sales will actually decline.’ Read on as BARE shares an article by Michael Ugino from Business 2 Community on the Impact of Coronavirus on E-Commerce and ‘what sellers can expect during this turbulent time, as well as tips from e-commerce experts on how to protect your online business and make the most of this opportunity by connecting with your customers. Read more