Opinion

Opinion


News and opinion on Guest Experience Management

Yes please, I'd like to hear about latest news by email. Please see our privacy policy.

Employee happiness versus engagement

Employee happiness versus engagement

Shifting focus from recruitment to retention

Customer Success Story - GuestHouse Hotels

Customer Success Story - GuestHouse Hotels

Find out how HGEM's Mystery Guest Audits help drive positive change in GuestHouse Hotels

Could your team be your competitive edge this year?

Could your team be your competitive edge this year?

We explore how employee engagement can benefit the experience of your customers.

zone of indifference

Turning passive guests into promoters

Put your marketing efforts into this key area of opportunity

Top 10 frustrations of UK restaurant guests

Top 10 frustrations of UK restaurant guests

Does your team avoid these common mistakes?

Client Success Story - Dishoom

Client Success Story - Dishoom

Find out how HGEM's solutions help drive positive change in Dishoom

Discover the many features of our Guest Feedback Sites

Discover the many features of our Guest Feedback Sites

Find out everything you need to know about the multiple features of our Feedback Sites.

How can I improve feedback volume?

How can I improve feedback volume?

Here's our tips to promoting your feedback site, including ways to incentivise your guests to leave feedback.

Why is capturing feedback so important?

Why is capturing feedback so important?

Find out the benefits of a feedback site, and the questions you should be asking customers.

Client Success Story - Chester Zoo

Client Success Story - Chester Zoo

Find out how HGEM's solutions help drive positive change in Chester Zoo

PizzaExpress and HGEM

PizzaExpress and HGEM

PizzaExpress transforms culture and achieves impressive KPIs with new guest insight partner HGEM

Could third-party food delivery be hurting your brand?

Could third-party food delivery be hurting your brand?

Once a meal is out for delivery, the customer experience is literally out of your hands. How to ensure brand standards are upheld?

Introducing Opinion Mining

Introducing Opinion Mining

Find out what's behind those 1-star reviews with our latest feature

Consumer Sentiment Report: Xmas opportunities

Consumer Sentiment Report: Xmas opportunities

What to expect from customers for Xmas 22?

Client Success Story - Star Pubs & Bars

Client Success Story - Star Pubs & Bars

Find out how Mystery Guest Audits have helped Star Pubs drive positive change

Ascot Racecourse Case Study

Ascot Racecourse Case Study

How does Ascot drive visitor satisfaction with real-time feedback?

Waitress taking order

How to achieve outstanding service?

As told by customers

Increase footfall with guest experience management

Increase footfall with guest experience management

How can data-led insights increase revenue in your business?

Organic September

Organic September

Why operators should take note of this campaign

Are poorly handled Xmas enquiries losing you business?

Are poorly handled Xmas enquiries losing you business?

Don’t let competitors snap up bookings due to poorly handled (or worse – lost) enquiries.

Accessibility in Hospitality

Accessibility in Hospitality

How do customers perceive accessibility in hospitality and what are the risks?