DELIVERING CONSISTENT

GUEST EXPERIENCES

ACROSS THE JOURNEY TO BUILD TRUST AND PROFITABILITY
ENABLING GLOBAL HOSPITALITY BRANDS TO

DELIVER DELIGHT

ADOPT A JOURNEY-BASED APPROACH TO CX

CloudCherry helps hospitality brands adopt a journey-based approach to managing guest experience. Capture real-time feedback data from your guests along the journey, right from check-in to check-out, to track their expectations and needs.

Find out what your guests want at different stages of the journey and formulate action plans that meet these evolving needs. Identify the levers of guest experience across various touchpoints and ensure that every touchpoint is optimized to deliver delight.

ADOPT <span>A JOURNEY-BASED APPROACH TO CX</span>
OPTIMIZE MICRO AND MACRO JOURNEYS

In the hospitality industry where brand image is paramount, every interaction with guests plays a role in shaping their perception of you. This is why we enable organizations to flexibly switch between macro and micro journeys, and investigate experiences more carefully.

Be it an interaction at the reception desk, or an online booking, analyze journeys to understand inconsistencies in experiences. Compare different customer groups and gain actionable insights at each stage with recommendations on customer likes/dislikes, how to improve loyalty, retention, and more.

OPTIMIZE <span>MICRO AND MACRO JOURNEYS</span>
ADDRESS CRITICAL PAINPOINTS ALONG THE JOURNEY

With our Journey Builder, hospitality brands won’t just be able to build end-to-end guest journeys but also identify exactly where, when and how along the journey do guests face friction, and tend to drop off. Is there an issue with the booking experience? Or is there a problem with staff behavior at the restaurant?

Hospitality brands can derive actionable insights from guest feedback with our journey-based approach to CX. Proactively uncover and address critical guest pain points, and consistently deliver delight.

ADDRESS <span>CRITICAL PAINPOINTS ALONG THE JOURNEY</span>
DYNAMIC QUESTIONNAIRE BUILDER TO CREATE SURVEYS EFFORTLESSLY

Our Questionnaire Builder helps Hospitality brands create and customize customer surveys in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different target audiences.

Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to activate different questionnaire flows based on the type of responses received from guests.

DYNAMIC QUESTIONNAIRE BUILDER <span>TO CREATE SURVEYS EFFORTLESSLY</span>
COLLECT FEEDBACK ACROSS MULTIPLE TOUCHPOINTS AND CHANNELS

Collect guest feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with your guests and track their expectations in real-time, and ensure that you never miss out on collecting feedback.

Take advantage of channels such as Email, Website, Smart Devices, IVR, QR codes, Pop-up surveys and more to monitor guest experience dynamically. Our omni-channel framework allows hospitality brands to collect feedback from guests at their convenience.

COLLECT FEEDBACK <span>ACROSS MULTIPLE TOUCHPOINTS AND CHANNELS</span>
CENTRALIZE CUSTOMER FEEDBACK FROM ALL CHANNELS

Guest feedback collected from our omni-channel surveys is stored in a centralized dashboard in real-time. Be it the survey form at your reception desk, or the email survey sent post check-out, all data is combined and analyzed in an aggregated manner.

Hospitality brands can eliminate silos and view guest experience holistically on CloudCherry’s platform. This helps create a consistence and seamless guest journey right from booking and check-in, to the entire stay, restaurant experience, and check-out.

CENTRALIZE <span>CUSTOMER FEEDBACK FROM ALL CHANNELS</span>
CREATE WHAT-IF SCENARIOS WITH PREDICTIVE ANALYTICS

Go beyond knowing what your guests want today. Leverage our platform’s predictive and prescriptive analytics to anticipate guest behavior, predict guest actions and proactively address issues.

Run what-if scenarios to map the financial impact of every CX improvement strategy. What is the incremental revenue you gain by improving ‘restaurant experience’ by 15%? Comparing different what-if scenarios will aid in prioritizing investments.

CREATE WHAT-IF SCENARIOS <span>WITH PREDICTIVE ANALYTICS</span>
USE PATH ANALYSIS TO IDENTIFY THE DRIVERS OF GUEST EXPERIENCE

What are the factors that drive guest experience? Hospitality brands can identify the underlying factors (ambience, staff behavior, or cleanliness, for instance) that influence guest experience, understand correlations between them and then establish causation.

Does room cleanliness have the maximum correlation with high NPS ratings? What drives a high room cleanliness rating? Get ground-breaking insights on how different aspects of the guest experience impact each other and use this insight to create more delightful experiences.

USE PATH ANALYSIS TO <span>IDENTIFY THE DRIVERS OF GUEST EXPERIENCE</span>
DISCOVER CUSTOMER SENTIMENT WITH DEEP LEARNING

Leverage deep learning and machine learning to uncover sentiment behind conversations that guests have about your hospitality brand. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.

Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.

DISCOVER CUSTOMER SENTIMENT <span>WITH DEEP LEARNING</span>
DRIVE SEAMLESS READY-TO-GO INTEGRATIONS

Bring together transactional, experiential, observational and behavioral data into a single platform to create a holistic view of the guest. We help you do this through ready-to-go integrations that allows data to flow seamless between the CX platform and other third-party platforms (Loyalty, CRM, Marketing platforms).

Generate deeper insights on your guests, track their behavior holistically, and create organizational alignment around guest experience, right from the top management to the frontline staff.

DRIVE <span>SEAMLESS READY-TO-GO INTEGRATIONS</span>
CLOSE THE FEEDBACK LOOP THROUGH EFFECTIVE TICKET MANAGEMENT

Don’t stop at collecting and analyzing guest feedback. We help you action this feedback. By integrating with your ticketing or CRM platform, close the loop on feedback and drive higher loyalty scores and retention rates.

Raise customer responses as tickets, and assign them to agents to initiate follow ups. Every agent is equipped with the entire guest journey to get complete context around tickets, and help close the feedback loop consistently.

CLOSE THE FEEDBACK LOOP <span>THROUGH EFFECTIVE TICKET MANAGEMENT</span>
CREATE PERSONALIZED DASHBOARDS AND SCORECARDS

We make sure that every department in your organization, right from the reception to the restaurant and room service staff, are empowered with the right set of insights to enhance CX within their capabilities.

Create dynamic views for different teams, and set and track specific KPIs around NPS, CSAT, sales and marketing metrics, etc. Also, compare performances across different locations, teams, or touchpoints, to precisely identify shortcomings and fix issues proactively.

CREATE <span>PERSONALIZED DASHBOARDS AND SCORECARDS</span>

CUSTOMER JOURNEY MAPPING

ADOPT A JOURNEY-BASED APPROACH TO CX

CloudCherry helps hospitality brands adopt a journey-based approach to managing guest experience. Capture real-time feedback data from your guests along the journey, right from check-in to check-out, to track their expectations and needs.

Find out what your guests want at different stages of the journey and formulate action plans that meet these evolving needs. Identify the levers of guest experience across various touchpoints and ensure that every touchpoint is optimized to deliver delight.

ADOPT <span>A JOURNEY-BASED APPROACH TO CX</span>
OPTIMIZE MICRO AND MACRO JOURNEYS

In the hospitality industry where brand image is paramount, every interaction with guests plays a role in shaping their perception of you. This is why we enable organizations to flexibly switch between macro and micro journeys, and investigate experiences more carefully.

Be it an interaction at the reception desk, or an online booking, analyze journeys to understand inconsistencies in experiences. Compare different customer groups and gain actionable insights at each stage with recommendations on customer likes/dislikes, how to improve loyalty, retention, and more.

OPTIMIZE <span>MICRO AND MACRO JOURNEYS</span>
ADDRESS CRITICAL PAINPOINTS ALONG THE JOURNEY

With our Journey Builder, hospitality brands won’t just be able to build end-to-end guest journeys but also identify exactly where, when and how along the journey do guests face friction, and tend to drop off. Is there an issue with the booking experience? Or is there a problem with staff behavior at the restaurant?

Hospitality brands can derive actionable insights from guest feedback with our journey-based approach to CX. Proactively uncover and address critical guest pain points, and consistently deliver delight.

ADDRESS <span>CRITICAL PAINPOINTS ALONG THE JOURNEY</span>

OMNI-CHANNEL ENGAGEMENT

DYNAMIC QUESTIONNAIRE BUILDER TO CREATE SURVEYS EFFORTLESSLY

Our Questionnaire Builder helps Hospitality brands create and customize customer surveys in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different target audiences.

Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to activate different questionnaire flows based on the type of responses received from guests.

DYNAMIC QUESTIONNAIRE BUILDER <span>TO CREATE SURVEYS EFFORTLESSLY</span>
COLLECT FEEDBACK ACROSS MULTIPLE TOUCHPOINTS AND CHANNELS

Collect guest feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with your guests and track their expectations in real-time, and ensure that you never miss out on collecting feedback.

Take advantage of channels such as Email, Website, Smart Devices, IVR, QR codes, Pop-up surveys and more to monitor guest experience dynamically. Our omni-channel framework allows hospitality brands to collect feedback from guests at their convenience.

COLLECT FEEDBACK <span>ACROSS MULTIPLE TOUCHPOINTS AND CHANNELS</span>
CENTRALIZE CUSTOMER FEEDBACK FROM ALL CHANNELS

Guest feedback collected from our omni-channel surveys is stored in a centralized dashboard in real-time. Be it the survey form at your reception desk, or the email survey sent post check-out, all data is combined and analyzed in an aggregated manner.

Hospitality brands can eliminate silos and view guest experience holistically on CloudCherry’s platform. This helps create a consistence and seamless guest journey right from booking and check-in, to the entire stay, restaurant experience, and check-out.

CENTRALIZE <span>CUSTOMER FEEDBACK FROM ALL CHANNELS</span>

PREDICTIVE ANALYTICS

CREATE WHAT-IF SCENARIOS WITH PREDICTIVE ANALYTICS

Go beyond knowing what your guests want today. Leverage our platform’s predictive and prescriptive analytics to anticipate guest behavior, predict guest actions and proactively address issues.

Run what-if scenarios to map the financial impact of every CX improvement strategy. What is the incremental revenue you gain by improving ‘restaurant experience’ by 15%? Comparing different what-if scenarios will aid in prioritizing investments.

CREATE WHAT-IF SCENARIOS <span>WITH PREDICTIVE ANALYTICS</span>
USE PATH ANALYSIS TO IDENTIFY THE DRIVERS OF GUEST EXPERIENCE

What are the factors that drive guest experience? Hospitality brands can identify the underlying factors (ambience, staff behavior, or cleanliness, for instance) that influence guest experience, understand correlations between them and then establish causation.

Does room cleanliness have the maximum correlation with high NPS ratings? What drives a high room cleanliness rating? Get ground-breaking insights on how different aspects of the guest experience impact each other and use this insight to create more delightful experiences.

USE PATH ANALYSIS TO <span>IDENTIFY THE DRIVERS OF GUEST EXPERIENCE</span>
DISCOVER CUSTOMER SENTIMENT WITH DEEP LEARNING

Leverage deep learning and machine learning to uncover sentiment behind conversations that guests have about your hospitality brand. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.

Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.

DISCOVER CUSTOMER SENTIMENT <span>WITH DEEP LEARNING</span>

FLEXIBLE INTEGRATIONS AND VIEWS

DRIVE SEAMLESS READY-TO-GO INTEGRATIONS

Bring together transactional, experiential, observational and behavioral data into a single platform to create a holistic view of the guest. We help you do this through ready-to-go integrations that allows data to flow seamless between the CX platform and other third-party platforms (Loyalty, CRM, Marketing platforms).

Generate deeper insights on your guests, track their behavior holistically, and create organizational alignment around guest experience, right from the top management to the frontline staff.

DRIVE <span>SEAMLESS READY-TO-GO INTEGRATIONS</span>
CLOSE THE FEEDBACK LOOP THROUGH EFFECTIVE TICKET MANAGEMENT

Don’t stop at collecting and analyzing guest feedback. We help you action this feedback. By integrating with your ticketing or CRM platform, close the loop on feedback and drive higher loyalty scores and retention rates.

Raise customer responses as tickets, and assign them to agents to initiate follow ups. Every agent is equipped with the entire guest journey to get complete context around tickets, and help close the feedback loop consistently.

CLOSE THE FEEDBACK LOOP <span>THROUGH EFFECTIVE TICKET MANAGEMENT</span>
CREATE PERSONALIZED DASHBOARDS AND SCORECARDS

We make sure that every department in your organization, right from the reception to the restaurant and room service staff, are empowered with the right set of insights to enhance CX within their capabilities.

Create dynamic views for different teams, and set and track specific KPIs around NPS, CSAT, sales and marketing metrics, etc. Also, compare performances across different locations, teams, or touchpoints, to precisely identify shortcomings and fix issues proactively.

CREATE <span>PERSONALIZED DASHBOARDS AND SCORECARDS</span>
HOW CAN HOSPITALITY BRANDS EFFECTIVELY

DRIVE PROFITABILITY?

CHOOSE THE BEST SOLUTION FOR YOUR

ORGANIZATION

Our comprehensive Customer Experience Management solution enables hospitality brands to design complete omni-channel customer journeys. Readily derive a holistic view of the guest experience across multiple physical and digital touchpoints – website, email, mobile app, physical check-in, and more. Leverage predictive insights to understand the levers of customer experience, run what-if scenario models, and establish ROI linkage to decide on strategic investments that improve loyalty and retention.

CUSTOMER EXPERIENCE MANAGEMENT

CloudCherry’s Customer Feedback Management solution helps hospitality brands run surveys across multiple touchpoints to capture guest feedback. Monitor key performance metrics like Net Promoter Score and Customer Satisfaction Score and get real-time alerts on feedback to tackle churn. Monitor ongoing trends across different locations, properties, and so on and compare them to take formulate necessary action plans. Integrate with third-party systems to make guest feedback an integral part of improvement strategies.

CUSTOMER FEEDBACK MANAGEMENT

Our Voice of Customer solution places guest feedback at the heart of your organization. Close the feedback loop intelligently on time through flexible integrations with third-party platforms and monitor KPIs for different departments to identify loopholes in the guest experience. Generate timely reports to understand guest sentiment towards service, ambience, food, ease of booking, stay and more. Align your entire organization around an integrated view of guest experience with individual scorecards and goals to drive strategic improvements.

VOICE OF CUSTOMER
SEAMLESS READY-TO-GO

INTEGRATIONS

INTEGRATIONS INTEGRATIONS
DELIGHTING

MILLIONS

The CloudCherry CX platform allowed us to collect feedback in real time, doing away with the cumbersome mystery shopping audits. I saw the commitment of CloudCherry as a partner as they were willing to customise the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.

Jerome Rouch-Sirech | Head of Retail (SEA)

PUMA
Our Success Story with PUMA

The leading global sports brand saw significant improvements in their NPS and other key loyalty metrics with CloudCherry

The Data Science of CEM handbook

Our guide to leverage customer data and create delightful experiences

PUMA

The CloudCherry CX platform allowed us to collect feedback in real time, doing away with the cumbersome mystery shopping audits. I saw the commitment of CloudCherry as a partner as they were willing to customise the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.

Jerome Rouch-Sirech | Head of Retail (SEA)

Our Success Story with PUMA

The leading global sports brand saw significant improvements in their NPS and other key loyalty metrics with CloudCherry

The Data Science of CEM handbook

Our guide to leverage customer data and create delightful experiences

GET STARTED WITH IMPROVING GUEST LOYALTY IN YOUR

HOSPITALITY BRAND

CloudCherry, a leading Voice of Customer solution, helps Hospitality Brands track guest experience in real-time, map multi-channel guest journeys and increase guest loyalty and satisfaction.
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