Medallia’s guide urges hospitality brands to evolve their CX strategies by capturing feedback across the entire guest journey—from research to post-stay—using modern, diversified methods like SMS, video, and real-time in-app surveys. Brands should focus on in-the-moment recovery, proactive communication, and closing the feedback loop through both individual responses and systemic improvements. By embedding feedback into operations and empowering employees with timely insights, companies can boost NPS, increase loyalty, and deliver personalized, seamless guest experiences that build long-term trust and competitive differentiation.

Join for free to read