Better the in-person experience. Better the return.
Keep guests coming back by delivering seamless on-brand experiences -- at every location, in every channel, every time.
The world's
best brands
choose
Qualtrics
Today's reality
Performance varies across locations
Managers lack tools for consistency while high turnover and low engagement drive up costs and weigh down experience.
Guests expect to be known across all channels
"Phygital" is the new norm and winning organizations deliver seamless transitions and personalization as guests move between physical, digital, and third-party touchpoints.
Competing for consideration amid a sea of reviews
Guests are more selective about spending while abundant online reviews make comparison easy, and impersonal responses harm your reputation.
With Qualtrics
CX solutions for
location-based organizations
you can
- Improve location performance by empowering frontline teams to identify and triage location-specific issues in real-time
- Increase loyalty and decrease cost to serve by eliminating friction as guests move between channels
- Earn repeat and new customer consideration by building a compelling online reputation
- Make customers feel heard with automated processes that effectively close the loop on customer feedback in a personalized way
Empower frontline teams to improve what they control — on-site and in-the-moment
Empower your frontline teams to deliver on-brand, personalized experiences every time -- with AI-powered tools and insights for their specific location.
- Move from rear-window reporting to real-time insights that spark action at every location with Qualtrics Location Experience Hub — an intuitive user interface purposely designed for local teams
- Continuous feed of location-specific feedback from surveys, online reviews, social mentions and other channels
- Showcase top metrics, trends, performance vs peers or benchmarks, closed loop tickets and more within a simplified homepage experience that prompts swift action while reducing cognitive load on busy frontline teams
- Identify and triage location-specific issues before they escalate to support channels or turn to churn -- decreasing your cost to serve, protecting your online reputation and bringing guests back for repeat visits and purchases
Create seamless end-to-end guest experiences with a complete view of insights from all your channels
Sort the signal from the noise and quickly assess where in the guest journey you are exceeding and failing expectations. Not just last month but this week and today. Not just from your surveys, but from all of your sources of guest feedback and behaviors.
- Uncover new insights with an AI powered 360 degree view of your structured and unstructured feedback and digital behaviors
- Augment your survey volumes with omni-channel sources to provide a more robust data set for all your segments, channels and locations
- See what guests are saying and feeling about their experience with advanced AI and natural language processing that detect effort and emotion across all of your channels
- Drill into segments or specific touch points in the guest journey to identify and remove friction
- Quantify and prioritize your biggest opportunities to decrease cost to serve while improving operational efficiency, customer acquisition and lifetime value
eBook_
Design breakthrough customer experiences
in location-based businesses
Learn how to understand how each channel impacts the experience your customers have. Design experiences that go beyond just the physical location to drive footfall, loyalty, and revenue with our 3-step guide to implementing a world-class customer experience program for location-based businesses.
Build a reputation worth talking about
Earn repeat and new guest consideration by building a best-in-class online reputation. Capture experience signals from online reviews and social media, identify top opportunities to improve your online brand, and become the obvious choice in your category.
- Boost your core CX program insights and feedback with reviews and social mentions
- Identify and quantify key themes, trending topics and sentiment affecting your brand reputation
- Prioritize actions to drive loyalty and improve your online reputation by combining multi-channel sentiment with structured metrics like star ratings, NPS, etc
- Find your competitive advantage by knowing where you stand compared to competitors and in the context of industry trends
Turn negative feedback into guest loyalty
Close the loop with every guest, across every channel, with personalized, AI-powered responses and recommendations. Actionable insights guide you toward guest-centric solutions to emerging issues before they escalate, with intelligent prioritization and automated workflows that address experience gaps at speed.
- Orchestrate personalized follow-ups to every guest interaction based on sentiment and context
- Empower teams across your organization to act with a guest-first mindset, through next-best-action guidance
- Ensure no guest falls through the cracks with automated closed-loop workflows that trigger real-time actions, send proactive alerts, and scale meaningful follow-up across every interaction
- Deploy Experience Agents that proactively engage guests with contextual, brand-aligned interactions
How we are driving growth
How we are driving growth
We are committed to turning customer feedback into real insights for the company and real benefits for the customer—we couldn’t do that without an innovative, end-to-end solution like Qualtrics.
Director, Customer Support & Insights
12
JD Power awards in a row
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
Location-Based CX solution FAQs
What is the in-person experience?
In-person experience refers to the interactions and overall impression a guest has when engaging with a business or brand in a physical setting, such as a retail store, restaurant, or hotel. It encompasses all aspects of the guest's experience, including the physical environment, staff interactions, product or service presentation, and the overall atmosphere. In-person experience focuses on creating positive and memorable encounters that meet or exceed expectations, foster satisfaction and loyalty, and contribute to the overall brand perception. It involves aspects such as personalized service, attentive staff, efficient operations, and a welcoming and comfortable environment.
What is the Location Experience Hub?
The Location Experience Hub is a Qualtrics solution intentionally designed to empower frontline teams to improve guest experience at physical locations. It provides real-time insights and alerts to frontline teams through an intuitive purpose-built user interface, enabling them to address issues quickly and make targeted improvements to keep guests coming back. The system collects and analyzes guest feedback, operational data, and other metrics to help managers optimize performance and enhance customer satisfaction at specific locations.
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