Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Build trust and increase profitability at every step of your guest's journey
Delivering Consistent Guest Experiences
Enabling Global Hospitality Brands to
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.
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.
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.
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.
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
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.
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 ‘guest experience’ by 15%? Comparing different what-if scenarios will aid in prioritizing investments.
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.
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.
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.
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.
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.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize 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.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
Improving Customer Experience With Kaizen
The 5s Guide to Power Your NPS
2015 Customer Experience Trends for Hospitality and Tourism