Tim Canada joins the podcast to talk about making it easier for attractions to manage their online reviews and mentions on social media. As the Vice President of Netserv, Product owner of Tatvam, Tim shares how guest sentiment is measured and delivered to attractions operators who don’t have the time to read every single piece of guest feedback that shows up online. We talk about “separating signal from the noise” and bringing in the most impactful data to make changes in useful ways. Tim gives some great examples of using negative feedback to make improvements, along with positive feedback to maximize where things are going right, and the positive benefits from each of those initiatives - improving the guest experience and seeing massive revenue boosts. We also talk about the importance of effective communication to your guests in advance of their visit so that their experience does not fall below their expectation, and how anticipating guests’ needs is so critical.
