By asking specific questions and then analysing the responses you will see just how you are performing on key elements For example: you are in hospitality and you are looking for the brand story to communicate:
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that the visitor should anticipate a well – rounded and relaxing experience for both them and their family,
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you want them to feel they can really make themselves at home,
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that to achieve the most benefit they should stay for more than one night,
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you want them to be so happy that they will want to come back year after year.
So what kind of questions could you ask them?
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Did you feel more relaxed for having spent some time with us?
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Would you liked to have stayed longer?
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Can we look forward to welcoming you back?
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Please tell us one thing we can do that would make your stay even more enjoyable
The analysis may lead to commendations to your team for delivering on the brand promise or some adjustments to the product delivery. Either way the engagement will build connection with your customers as they see you value the comments they have made and it increase the understanding of the brand and its place in the market.