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Capturing Real-Time Guest Feedback and Service Recovery

Most hotel managers look at post-stay reviews and survey feedback as a source of truth on how frontline teams are performing. Whether it’s positive or negative, most hotels are now savvy enough to monitor feedback from post-stay review sites like TripAdvisor and Google. This feedback is critical and can help hotels identify important trends, instances around service issues, punch-list items for property improvement, and more.

Insights

Case Studies

Sydney Cricket & Sports Ground Trust

The Sydney Cricket & Sports Ground Trust hosts almost 100 events every year, from sold out concerts and grand finals to smaller corporate and media functions. In one year they had more than 1.8 million fans come through the turnstiles – all for different reasons. With Local Measure they were able to find out more about those fans and create truly memorable experiences.

Dubai Parks & Resorts

As a frequent ‘stopover’ destination, many tourists to Dubai come for only a couple of days so attractions must fight hard to win guests’ time.  Dubai Parks & Resorts strive to showcase their parks, and the thrilling experiences they offer via User Generated Content (UGC). Sourcing and leveraging quality UGC from social media influencers is a key part of that strategy.

Press

Real-Time Customer Feedback

Local Measure, the leading location-based customer experience platform, has announced the launch of Pulse, a new real-time feedback tool for the hospitality, tourism and retail industries. The product has been designed to help businesses collect feedback from on-site customers so that businesses can immediately action any issues, thereby improving bottom line metrics like NPS and thwarting negative reviews.

Local Measure Launches Real-Time Customer Feedback Tool For Brick And Mortar Businesses, Bridging The Online and Offline Customer Experience

Local Measure, the leading location-based customer experience platform, announced the launch of Pulse, a new real-time feedback tool for the hospitality, tourism and retail industries. The product has been designed to help businesses collect feedback from on-site customers so that businesses can immediately action any issues, thereby improving bottom line metrics like NPS and thwarting negative reviews.

Topics

Wellness for Hotels

With wellness tourism growing at double the rate of tourism in general, now is the time for hoteliers to take pause and consider the industry’s trajectory. What does wellness really mean for the guest and how will that change in future?

Food & Beverage

Two things we know for sure: food and beverage is one of the most posted about topics on social media, and a previous customer’s recommendations on social media holds more weight than advertising when influencing someone’s decision about whether to visit a restaurant or make a purchase. If you’re food and beverage business doesn’t have a strategy that involves social media, now’s the time to change that.