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Interested in Improving your TripAdvisor Ranking?

93% of global travelers say their booking decisions are influenced by online reviews. 53% of travelers say they won’t book a hotel that doesn’t have online reviews. And it’s now pretty well proven that...

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Get Emotional About Gaming

Emotions rule. We all know it’s true, even if our brains try to occasionally convince us they really are in charge. It’s our emotions that are the strongest predictor of whether or not we are loyal to...

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Part 1: Keep Customers in a Virtuous Loyalty Loop

Have we all become promiscuous comparison shoppers, surfing to find the best deal? Indeed, recent studies have suggested a decline in consumer loyalty to travel brands[1]. But not so fast. Based on a...

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Part 2: Loyalty Programs are Getting Bigger (and better?)

The first post from our customer loyalty series Keep Customers in a Virtuous Loyalty Loop discusses the rise in guest satisfaction, loyalty, and the expanding popularity of loyalty programs. In this...

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Part 3: Top Loyalty Programs and Perks

In the beginning of our customer loyalty series, we discussed the impact loyalty programs can have on current and future business.  In the most recent post we discussed why loyalty programs are not...

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7 Golden Rules of Great Feedback Survey Design

Was it the best of times, or the worst of times?  Guest feedback tells all. Good survey design pinpoints the elements of a guest experience which shaped that point of view. Although guest feedback...

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The Low-down on Casino Loyalty Programs

Return visits from loyal customers are the life blood of every profitable casino. However, with many gaming options to choose from – destination casinos, regional casinos, local card shops, online...

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5 Guest Satisfaction Must-haves for 2014

Today, most companies collect some type of feedback from their customers. But many of these programs fall short. Some fail to get enough feedback. Some rely on one narrow channel. Others fail to take...

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Increase Guest Value without Reducing Rates

Value for price is consistently a top driver for guest loyalty. Of course the tricky thing about improving perceptions of value is figuring out which levers to pull. You can always reduce price. But...

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Put Your People in Charge

The people at Doyle are what set it apart. The Doyle Collection relies on its people to not only provide the service and hospitality that bring guests back, but to also literally run the hotel. The...

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