HERE’S WHAT WE ARE DOING AND WHAT WE’VE ALREADY LEARNED THIS WEEK
Every business in the airline, hotel, gaming, events, and sports industries is asking the same three questions: “When will things be back to normal?” “How do we restore confidence so customers return?” and “What will the new normal look like?” Industry leaders are also asking, “How does this compare to 2001 and 2008, and what can we learn from that experience?”
To get this right, we need to listen to your guests and customers in different ways. Surveys by themselves, or qualitative interviews alone, are insufficient.
We need to know what people are thinking, why they are thinking it, and how many are thinking it
.
For this we’ve initiated a three-pronged strategy:
- Quantitative online tracking survey of 500 respondents with aggregate “Confidence Barometer,” drawn from component measures of perceived comfort, challenges and connection
- Ongoing qualitative in-depth interviews to bring the customers’ emotions to life
- Ongoing scraping and analysis of real time/unprompted social media conversation within the target audience to hear what consumers are saying to one another
Read more about what we are doing
HERE