Howazit beginners' guide en
Transcript of Howazit beginners' guide en
System’s principles
Sending short questionnaire (very short!) to all checked-out customers Dividing the customers into 3 groups based on their response:
Promoters – Directed immediately to Tripadvisor review site to add a review Neutrals – No action taken. Thanking them Detractors (Unhappy customers) – Asked for reason/s and receive response from the Hotel
All responses are immediate and personal from the Hotel
System operation main points
Fully automated After setup the system works automatically with no need for human intervention. (Although it is highly recommended to deal with unhappy customers)
Operating the system Can be done using your email box with no need to login.
Management reports Weekly/monthly Sent to your email box and include statistical information
Back office Enabling detailed information of every customer, taking actions and statistics
Customer file
Customers classification color code Red: Unhappy customerOrange: NeutralGreen: Satisfied customer – agreed to recommend add review
Summary
The system’s goal: Increase # of positive reviews, decrease # of negative reviews as means to promote hotel online ranking. Dividing customers to 3 categories: Satisfied, Neutral and detractors Reaching 100% of customers Management of each category in a predesigned process Happy customers are immediately directed to Tripadvisor to add a review Immediate response to unhappy customer to reduce chances of negative reviews Fully automated system. Can be managed from your email box.