Editorial Board   

Mr. Evans

Jonathan Evans

Director, Chatmeter

Jonathan Evans heads up business intelligence at Chatmeter, the oldest and largest digital reputation and local SEO management platform.  He has 20 years experience with leading digital communications and marketing companies and began his career promoting travel & tourism clients including international destinations, resorts and convention & visitor bureaus.

At Chatmeter, Mr. Evans helps hotels, restaurants, retailers and other businesses monitor and improve their digital reputation, manage reviews, measure customer sentiment and improve their rankings in mobile, map and review site SEO.

Chatmeter helps hotels and other retailers to make a distinct impact in revenue by identifying several areas in their online presence that drives customers to choose their stores over competitors. We take this a step further with the only integrated local visibility rank tracker so you can measure ROI using the most complete local presence management platform in the world.

The benefit for our clients is complete online presence management simplified into a single dashboard. We also power a white-label reputation management dashboard for many agencies across the U.S.

Mr. Evans can be contacted at 303-960-1226 or jevans@chatmeter.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.