What Brands Can Learn from One-Star Hotels with Five-Star Reviews


In an era of increased competition, consumer choice, and wavering loyalty, a brand's success depends on the quality of the experience it delivers. Our newest study, “What Brands Can Learn from One-Star Hotels with Five-Star Reviews,” answers the question: Can consumers be delighted even without all the frills?

We sent team members to evaluate the customer journey of modest hotels with rave reviews and discovered how creating a system of heightened experiences can create brand awareness and build customer loyalty. Among the lessons we learned: Luxury brands do not have a monopoly on great customer experience, as these low-frills hotels were winning with consumers in big ways.

Our research answers questions like: How can I boost customer experience with a limited budget? How do I breakthrough in such a competitive landscape? And what exactly is a “friend zone” balcony?

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