AccorHotels has announced the deployment of Local Measure, a location-based customer intelligence platform. Local Measure aggregates, in real time, all the content posted about a hotel on the internet, whether reviews, videos or photographs using location data rather than hashtags or keywords.
With this intuitive interface for customer insights, hotel operators can interact immediately with guests and offer personalized services tailored to their stay: a gift voucher for their birthday, a bouquet for a honeymoon couple, or gourmet surprise for a traveling foodie!
Olivier Arnoux, Director Experience and Satisfaction at AccorHotels, explains: “Today, 77% of travelers share visual content on the social networks during their stay. By capturing all the opinions and content in real time as they are shared on line, Local Measure gives AccorHotels a way of strengthening its expertise in customer satisfaction so as to react even faster. It will enrich Voice of the Guest, the Group’s hotels e-reputation management program”.
Jonathan Barouch, Chairman & CEO and founder of Local Measure, comments on this agreement: “I am delighted we have been chosen as world partner to AccorHotels for deployment of Local Measure. Combining data with opinions and social content is a powerful tool for operational teams who are in prime position to enrich the customer experience.”
After a pilot phase in a selection of hotels in the Asia Pacific region, AccorHotels has decided to gradually extend the service to its worldwide portfolio. Already more than 240 Group hotels are using Local Measure.
Designed to boost the digital environment
In addition, Local Measure makes it possible to use the visual content shared by customers on social networks to reinforce engagement on the AccorHotels.com distribution platform, as well as on the Group’s brand sites and social media accounts.
By making its customers its best ambassadors, AccorHotels aims to offer new authentic sources of inspiration for its customers’ future trips on its digital showcases, bearing in mind that more than one out of three travelers declares they book a hotel based on posts seen on the social networks.
