Hospitality Daily Podcast From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith
Dec 20, 2024
Danica Smith, Founder of MorningStar GX and a leading voice in guest experience technology, shares her expertise on transforming hospitality. She discusses the future of hotel guest reviews in a personalized booking process and how influencer culture shapes reputation. The session highlights 'micro feedback' as key for guest interactions while addressing the balance of data gathering with personal touchpoints. Danica also touches on innovative loyalty programs and emerging travel trends, such as sleep retreats, reshaping memorable hotel experiences.
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Future of Online Reviews
- Danica Smith questions the future of online reviews with the rise of personalized booking journeys.
- Influencers also impact online reputation, sometimes negatively, diluting the value of traditional reviews.
Shifting Feedback Collection
- Josiah McKenzie suggests that hyper-personalization might shift feedback collection towards real-time, on-property interactions.
- Guest experience measurement will remain crucial but may evolve.
Micro Feedback
- Danica Smith highlights the distinction between online reputation and guest feedback, emphasizing the importance of "micro feedback."
- She notes that new technologies like Hotel Verse are changing how guests experience rooms.