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Leveraging customer panels for business success

Date of publication: October 8, 2006

Catalogue: Leisure 2006

Company:

Authors: John Morton, Jon Mamela

Abstract:

Fairmont Hotels & Resorts is embarking on the fifth year of the management of its online FPC Guest Advisory Panel. Gathering a diverse range of guest feedback, this Panel has proven to be an invaluable source of both strategic and operational information for Fairmont's business. This paper provides real-life examples of how a world-class hotel brand effectively leverages its guest panel, not only to measure the success of its loyalty programme, but also to drive the brand and manage the guest experience.

John Morton

Author

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Jon Mamela

Author

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Morton and Mamela (2006a, October 08). Leveraging customer panels for business success. ANA - ESOMAR. Retrieved April 25, 2024, from


https://ana.esomar.org/documents/a-blueprint-for-helping-customer-insight-professionals-drive-business-growth-