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Emotion + Analytics = Speaking Your Customer’s Language

January 22nd, 2015

Emotion + Analytics = Speaking Your Customer's LanguageIn a recent interview with Jeannette Ho, vice president of revenue management and analytics at FRHI Hotels and Resorts, she spoke about using analytics to quantify guests’ emotions, with the goal of understanding motivations for traveling. FRHI’s aims for an ideal of turning “moments” into “memories” when guests are staying with them — a great way to create a truly delightful customer experience.

But the question is how do you keep that customer experience healthy even when a customer isn’t on property?