This is the 1st of a 2 part journey to understanding the importance and capability of Hospitality Industry to MONITOR, CONTROL and RESPOND to customer feedback. Not only your Yelp or TripAdvisor star rating is at stake but also the reputation, which we all know; takes years to gain and seconds to loose. Just like Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it”.
