Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for webinars and in-person events
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
After a year of travel restrictions, cancellations, and closures, we’re on the precipice of returning to some version of our adventurous ways. But how will we know that it’s safe? Whether for business or pleasure, travelers will seek reassurance that providers at every step of the journey — from the ride to the airport, to the economy cabin, to the train downtown, to the conference space, to the italian restaurant, to the hotel — are adhering to federal, state, local, and individual health guidelines.
Hosts, operators, and service providers will be subject to new levels of scrutiny from the wanderlusting public. A recent study by Ohio State University revealed that the vast majority of Americans plan to keep their guard up and continue many of the precautions that became commonplace during the COVID-19 pandemic. This newfound focus on cleanliness and commitment to personal health will challenge even the most admired brands and form a critical customer experience advantage for others. What, then, can hospitality pros do to foster trust with their customers?
According to Edelman’s 2020 Trust Barometer Global Report, peers sit near the top of the list of the most credible sources when forming opinions about brands (only bested by technical and academic experts). It stands to reason that leveraging the power of your community to create transparent and authentic content is a sound strategy to cultivate one of the most powerful emotions researching patrons may require before booking — peace of mind.
In the age of Instagram, perhaps the only motivator stronger than a desire to avoid contracting an illness is to avoid being shamed for making decisions perceived as risky or inconsiderate by friends and family. As such, pre-trip research and rationalization of risks has taken on greater importance, as has the value around sharing findings. Customer reviews on TripAdvisor, Lyft, Airbnb, Yelp, and Turo listings feature prominent assessments of sanitation and observance of social distancing. Engaging your community to generate authentic firsthand accounts of your approach and give them space to connect with others to get answers to their questions will go a long way to alleviating any concerns and placing you at the top of the list for bookings.
Indeed, before a recent weekend road trip to Moab, Utah, my wife and I chose to skip less expensive hotels with poor comments and booked a bed and breakfast based primarily on their cleanliness rating and reviews confirming that the hosts were requiring all guests to wear masks. We spent more money but felt less of a burden. Upon our return, we wrote a recommendation that featured our appreciation of the hosts’ precautions and care for our personal safety. Having this level of connection to a community of other travelers helped us feel much more comfortable and make the correct decision for our family.
These conversations, positive and negative, are taking place right now on platforms that brands do not own and have little influence over. My recommendation for hospitality and travel businesses is to take control of your own destiny by launching community spaces for customers to gather, share their experiences, and inspire confidence among fellow travelers. In addition to taking a more active role in the narrative surrounding your image as a health-conscious organization, you’ll have the opportunity to cultivate a legion of brand ambassadors that will provide even more of the trusted peer content that moves the needle.
In this almost-post-pandemic world, it’s just good business.
Keeping a customer is always better than trying to replace one. We surveyed over 1,000 US consumers to discover what drives lasting brand loyalty. Here's what we found out.
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