CGA Peach’s 2016 Business Leaders’ Survey found that repeat visits would be one of the top three marketing focuses for nearly three in four (72%) operators. Attracting new customers (66%) and building brand advocates (39%) were the next most common challenges.
The Business Leaders’ Survey also reveals the importance of social media to marketing teams now. Asked about ways they track customer experience and satisfaction, four in five said they monitored social media pages, with three in four also keeping an eye on third party review sites like TripAdvisor.
When asked how often they typically respond to customers, more than four in five (84%) said they did so whenever they received any customer feedback. Only one in eight (12.5%) say they do so only when they get negative feedback.