{"id":18943,"date":"2021-05-20T16:20:34","date_gmt":"2021-05-20T16:20:34","guid":{"rendered":"https:\/\/try.experience.com\/news\/?p=18943"},"modified":"2023-12-14T18:45:46","modified_gmt":"2023-12-14T18:45:46","slug":"experience-com-helps-hospitality-companies-drive-real-time-behavioral-improvement","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/experience-com-helps-hospitality-companies-drive-real-time-behavioral-improvement\/","title":{"rendered":"Experience.com Helps Hospitality Companies Drive Real-Time Behavioral Improvement"},"content":{"rendered":"<div  class=\"tatsu-gp5yvc5tjn85knlz tatsu-section  tatsu-bg-overlay   tatsu-clearfix\" data-title=\"\"  data-headerscheme=\"background--dark\"><div class='tatsu-section-pad clearfix' data-padding='{\"d\":\"15px 0px 30px 0px\"}' data-padding-top='15px'><div class=\"tatsu-row-wrap  tatsu-wrap tatsu-row-one-col tatsu-row-has-one-cols tatsu-medium-gutter tatsu-reg-cols  tatsu-clearfix tatsu-gp5yvc5tkqdxa6r7\" ><div  class=\"tatsu-row \" ><div  class=\"tatsu-column  tatsu-bg-overlay tatsu-one-col tatsu-column-image-none tatsu-column-effect-none  tatsu-gp5yvc5tlo85h12\"  data-parallax-speed=\"0\" style=\"\"><div class=\"tatsu-column-inner \" ><div class=\"tatsu-column-pad-wrap\"><div class=\"tatsu-column-pad\" ><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-gp5yvc5tmkcydbn  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-gp5yvc5tmkcydbn.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style>\n<p><span style=\"font-weight: 400\">A well renowned American car rental company was able to increase their overall data and map real-time data to drive better outcomes. This company was purchased but their story still stands out as they helped us shape the way we service the hospitality industry. <\/span><\/p>\n<\/div><\/div><div  class=\"tatsu-module tatsu-text-block-wrap tatsu-RgbKe2SY4  \"><div class=\"tatsu-text-inner tatsu-align-center  clearfix\" ><style>.tatsu-RgbKe2SY4.tatsu-text-block-wrap .tatsu-text-inner{width: 100%;text-align: left;}<\/style>\n<h2><strong>The Opportunity<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">Here is a story of a company that dove into the deep end of the pool and fully immersed themselves into the CX 2.0 waters.<\/span><br \/>\n<span style=\"font-weight: 400\">AEZ recognized the need to improve their online reputation and customer loyalty by creating a better customer experience from the online booking experience, to the agent\u2019s interaction at the counter, and the conclusion of the car experience.<\/span><br \/>\n<span style=\"font-weight: 400\">Advantage had been using a more traditional Net Promoter Scoring\u00ae (NPS\u00ae) Model for years. They surveyed their customers and were receiving a fairly average 2% response rate. But NPS reports mostly echo what you already know about the business and are already focused on resolving. Therefore, they will have little to no positive impact on the business.<\/span><\/p>\n<h4><span style=\"font-weight: 400\">This was the place their data started, costing Advantage millions of dollars annually:\u00a0<\/span><\/h4>\n<ul>\n<li><span style=\"font-weight: 400\">-25 NPS\u00ae Score<\/span><\/li>\n<li><span style=\"font-weight: 400\">2% Completion Rate<\/span><\/li>\n<li><span style=\"font-weight: 400\">1.8 Avg. Google Star Rating for +\/- 70 locations<\/span><\/li>\n<li><span style=\"font-weight: 400\">25K +\/- Reviews per year<\/span><\/li>\n<li><span style=\"font-weight: 400\">47% Good Customer Contact Data<\/span><i><span style=\"font-weight: 400\">\u00a0<\/span><\/i><\/li>\n<\/ul>\n<h2><strong>The Approach<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">After Advantage Rent A Car merged with E-Z Rent A Car in 2016, Experience.com (formerly SocialSurvey) won the RFP process among other companies because our solution looked decidedly different.\u00a0<\/span><br \/>\n<span style=\"font-weight: 400\">When <\/span><span style=\"font-weight: 400\">Social<\/span><span style=\"font-weight: 400\">Survey entered into the conversation, we wanted to empower Advantage\u2019s happy customers to provide reviews. They weren\u2019t managing their online reputation, so their unhappy customers were doing it for them.<\/span><br \/>\n<span style=\"font-weight: 400\">We strongly feel that a CX 2.0 strategy is never about hiding the problem by getting some happy people to write Google reviews. It is always about helping great companies, who care deeply about their customers and employees, create amazing customer experiences. And the Chief Marketing O\ufb03cer at Advantage agreed to give CX 2.0 a try.<\/span><\/p>\n<h2><strong>The Results<\/strong><\/h2>\n<p><strong>Improved Employee Behavior<\/strong><br \/>\n<span style=\"font-weight: 400\">By utilizing SocialSurvey\u2019s employee integrated survey model and soliciting for customer generated content that measures performance at the individual agent level, AEZ was able to identify the employees who best reflected their values and influence the others to follow their lead.<\/span><br \/>\n<span style=\"font-weight: 400\">SocialSurvey\u2019s unique model allows real-time feedback, recognition, compensation and accountability for each rental agent. This created nearly instant improvement in agent reviews, increasing the average to 4.32 stars.<\/span><br \/>\n<strong>Better &#038; More Data<\/strong><br \/>\n<span style=\"font-weight: 400\">More accurate collection of email addresses allowing delivery of more surveys and contact information for marketing promotions. Deliverable email addresses increased from 47% to 89% in just over a year.<\/span><br \/>\n<span style=\"font-weight: 400\">Driving behavior at the agent level results in an engaged employee, 4X response rates and 2X better customer data. This has created more than 200,000 reviews and counting, 8x more than before within 6 months alone.<\/span><br \/>\n<strong>Improved Customer Behavior<\/strong><br \/>\n<span style=\"font-weight: 400\">Gateway Question &#8211; The number of customers self-reporting a <\/span><i><span style=\"font-weight: 400\">\u201cGreat\u201d <\/span><\/i><span style=\"font-weight: 400\">overall experience during vehicle pick up increased from 42% to 67%.<\/span><br \/>\n<strong>Online Reputation<\/strong><br \/>\n<span style=\"font-weight: 400\">All 57 branches that had an existing Google Local rating experienced an increase. Average improvement went from 1.96 to 3.37 stars.<\/span><br \/>\n<span style=\"font-weight: 400\">Driving rental agent behavior results in a far greater customer experience, which led to customers creating nearly 10,000 positive Google reviews to boost every location and increasing the location averages by about 1.5 stars.<\/span><\/p>\n<h4><span style=\"font-weight: 400\">Two years after going all in and deploying a customized CX 2.0 model with Experience.com, here\u2019s where AEZ improved:\u00a0<\/span><\/h4>\n<ul>\n<li><span style=\"font-weight: 400\">51.5+ Improvement in NPS\u00ae Score<\/span><\/li>\n<li><span style=\"font-weight: 400\">5x Improvement in Completion Rate<\/span><\/li>\n<li><span style=\"font-weight: 400\">1.9 Star Improvement in Avg. Google Star Rating (across all locations)<\/span><\/li>\n<li><span style=\"font-weight: 400\">10x Growth in Total Reviews Collected Annually<\/span><\/li>\n<li><span style=\"font-weight: 400\">2x Improvement in Customer Contact Data<\/span><i><span style=\"font-weight: 400\">\u00a0<\/span><\/i><\/li>\n<li><span style=\"font-weight: 400\">And their numbers will only continue to improve.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">To say the results of this plan are incredible would be an understatement. Advantage Rent A Car embraced CX 2.0 and turned their employees into their ambassadors and customers into their #1 marketing asset online. They have better data, more loyal customers and happier employees.<\/span><\/p>\n<\/div><\/div><div class=\"tatsu_testimonial_wrap tatsu-OpM0pry8l clearfix bubble_left  \" ><div class=\"tatsu_testimonial_wrap\"><div class=\"tatsu_testimonial_inner_wrap\"><i class=\"tatsu-icon icon-quote\"><\/i><div class=\"tatsu_testimonial_content\"><div class=\"tatsu_testimonial_description\">I want to thank everyone for embracing theSocialSurvey process and platform!<br \/>\nOur NPS\u00ae scores (also measured by SocialSurvey) are correspondingly climbing, along with our Agents\u2019 individual service scores\u2013which is EXACTLY the virtuous cycle we seek to create!<br \/>\nAnd it is no coincidence either that our<br \/>\nfinancial performance for early 2018 is also<br \/>\nshowing great improvement. It\u2019s all interrelated.<br \/>\n<\/div><\/div><\/div><\/div><div class=\"tatsu_testimonial_info_wrap clearfix\"><div class=\"tatsu_testimonial_info\"><h6 class=\"tatsu_testimonial_author\">Scott Davido<\/h6><div class=\"tatsu_testimonial_role\">President and CEO, AEZ Rent-a-Car<\/div><\/div><\/div><style>.tatsu-OpM0pry8l .icon-quote, .tatsu-OpM0pry8l .tatsu_testimonial_description{color: #ffffff ;}.tatsu-OpM0pry8l .tatsu_testimonial_inner_wrap{border-color: #2293D7; }.tatsu-OpM0pry8l .tatsu_testimonial_content{background-color: #2293D7;}<\/style><\/div><\/div><\/div><div class = \"tatsu-column-bg-image-wrap\"><div class = \"tatsu-column-bg-image\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-column-overlay tatsu-animate-none\" ><\/div><\/div><style>.tatsu-row > .tatsu-gp5yvc5tlo85h12.tatsu-column{width: 100%;}.tatsu-gp5yvc5tlo85h12.tatsu-column > .tatsu-column-inner > .tatsu-column-overlay{mix-blend-mode: normal;}.tatsu-gp5yvc5tlo85h12 > .tatsu-column-inner > .tatsu-top-divider{z-index: 9999;}.tatsu-gp5yvc5tlo85h12 > .tatsu-column-inner > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gp5yvc5tlo85h12 > .tatsu-column-inner > .tatsu-left-divider{z-index: 9999;}.tatsu-gp5yvc5tlo85h12 > .tatsu-column-inner > .tatsu-right-divider{z-index: 9999;}<\/style><\/div><\/div><\/div><\/div><div class=\"tatsu-section-background-wrap\"><div class = \"tatsu-section-background\" ><\/div><\/div><div class=\"tatsu-overlay tatsu-section-overlay\"><\/div><style>.tatsu-gp5yvc5tjn85knlz .tatsu-section-pad{padding: 15px 0px 30px 0px;}.tatsu-gp5yvc5tjn85knlz > .tatsu-bottom-divider{z-index: 9999;}.tatsu-gp5yvc5tjn85knlz > .tatsu-top-divider{z-index: 9999;}.tatsu-gp5yvc5tjn85knlz .tatsu-section-overlay{mix-blend-mode: normal;}<\/style><\/div>\n","protected":false},"excerpt":{"rendered":"<div><a href=\"https:\/\/try.experience.com\/resources\/experience-com-helps-hospitality-companies-drive-real-time-behavioral-improvement\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":19175,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[191,237,147,238,165],"solutions":[10],"industries":[5],"class_list":["post-18943","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article","tag-customer-experience-management-software","tag-enterprise-employee-behavior","tag-real-time-feedback","tag-rental-car-agency","tag-voice-of-customer","solutions-customer-experience","industries-hospitality"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18943","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=18943"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/18943\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/19175"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=18943"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=18943"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=18943"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=18943"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=18943"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}