Choice Hotels Case Study
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Choice Hotels Case Study

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  • 1st party: employee sat surveys – United & Best Buy2nd party: bulk of our work. 10s of millions of inbound calls3rd party: Manual – lack of consistency across data (different category models)Admin console – automatically schedules to pull the data into the system, does the NLP (verbs, nouns, adjectives, companies)Why do customers turn to text analytics?First, automation… Sentiment – pleased with Adobe, upset with Apple (sophisticated sentiment, not a simple word count, negation, hypothetical, etc – only detected through NLP) …Second, Value… Microsoft MVP (most valuable professional program – 4,000 mvp’s).ROI – not providing software to provide software, we’re driving value: cutting costs, increasing value

Choice Hotels Case Study Choice Hotels Case Study Presentation Transcript

  • Clarabridge Enterprise Overview
    Systematically Transforming Feedback into Customer Experience Intelligence
  • The World’s Largest Companies Rely on Clarabridge for Enablement of Their Customer Experience Management (CEM) programs
    Clarabridge Enterprise sets the standard:
    BUILT FOR CEM
    QUICK TO DEPLOY
    ENTERPRISE CLASS
  • About Clarabridge Inc.
    HQ in Reston, VA; Over 100 Employees
    100% focused on CEM
    Provider of Market Leading 4th Generation Text Mining CEM Software
    Enterprise Standard Across Many Global 1000 Companies
  • Choice Hotels Case Study
    Choice Hotels International, Inc. (NYSE: CHH) franchises more than 6,000 hotels, representing more than 485,000 rooms, in the United States and more than 35 other countries and territories.
  • The Problem
    “We get a lot of unstructured feedback from our guests, and increasingly we saw the need for detailed analytics in order to make sense of all of it.”
    Mark Weiner, VP Customer Care and Reservations
    Millions of pieces of VOC per year
    Call center notes, emails, surveys, reviews online
    Manually analyzing feedback
    Inaccurate and not scalable
    Limited analysis and limited details
    Root causes unattainable
  • Sources
    Solicited
    Guest Satisfaction Surveys
    Guest Relations Contact Center
    Emails
    Customer 2 Business
    Unsolicited
    TripAdvisor Reviews
    Social Media:Forums, Blogs, News
    Customer 2Customer
  • Manual Distribution
    Manual Distribution
    Manual Analysis
    Manual Analysis
    Siloed Analysis
    Solicited
    Customer 2 Business
    Unsolicited
    Customer 2Customer
  • The Impact of the Problem
    VOC data remains unused
    Limited ability to provide actionable feedback for poor performing properties
    Inefficient process for addressing corporate and GM/owner questions and concerns
    Limited ability to impact LTR/ADR
  • Customer Experience Management
    Customer Experience Executive/Team
    ORGANIZE
    Clarabridge Systematically Enables the CEM Process
  • Systematic Infrastructure
    Enterprise
    Clarabridge Enterprise
    Deliver
    Transform
    Collect
    Qualitative
    Solicited
    Quantitative
    Customer 2 Business
    Unsolicited
    Internal 2 Internal
    Ad-Hoc Uploader
    Customer 2Customer
  • Making Sense of it All
    Linguistic Processing
    Auto-categorization
    Machine Learning
    Advanced sentiment scoring
    Reporting and analysis
  • The Results: Real ROI, Guest andFranchisee Value
    So far…
    Lower AHT by 30% in Guest Relations
    Call avoidance
    6% reduction in calls from owners/operators
    5% reduction in calls from guests
    80% reduction of manual analysis
    Increased “Likelihood to Recommend” = increased “Average Daily Rate” by 1.7% for worst performing properties
    Accurate data = the right business decisions
  • Keep Up With Your Customer’s Voice
    The Benefits of a Systematic Infrastructure:
    Eliminate manual coding efforts
    Dramatic increases in contextual insights and actions
    Enable CEM competency
    Daily quantification of qualitative feedback
    Continuous analysis
    Real time alerting on emerging issues
    True customer perspective analysis
    Immediate new and historical analysis
    and more…