Medallia’s guide outlines how hospitality brands can drive loyalty by enhancing every phase of the guest journey: from digital research and seamless booking to personalized pre-arrival engagement, in-stay real-time feedback, and post-stay follow-ups. Success depends on proactive communication, omnichannel consistency, service recovery, and empowering staff through actionable insights. Personalized messaging and digital tools like live chat, surveys, and two-way text boost satisfaction and retention. Highly engaged staff and post-stay reviews also influence future bookings. A holistic, tech-enabled approach builds loyalty, increases revenue, and strengthens brand reputation.

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