Fueling Company Growth with Customer Insights and Becoming the First Choice in Travel for Everyone
Increase in NPS over year
Percentage of employees using customer insights to make decisions
Growth in the number of nights booked 2021-2023
About Limehome
Limehome is the leading technology-based provider and operator of serviced apartments in Europe. Since its founding in 2018, the company has expanded to over 100 locations and has signed up more than 3,000 apartments in seven countries.
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Challenge
Limehome’s ultimate business goal is to become the first choice in travel for everyone and everywhere. With ambitious growth plans and thousands of online reviews each month, the company needed to channel the voice of the customer into every department and educate employees and partners on how to build outstanding customer experiences.
Limehome is disrupting how a longstanding hospitality industry does business. They have to learn from customer experiences quickly and use that data effectively across the entire company. That’s where Chattermill comes in.
Improving Customer Experiences by Every Department at limehome
With the help of Chattermill’s interactive dashboards, workflows and alerts, the operations team could uncover critical customer issues, potential risks, and incidents with external partners.
“With Chattermill, we have been able to build interactive dashboards for our external partners who look after our local properties”, said Jennifer Möller, Head of Hospitality Operations at limehome.
“We use them weekly to run performance discussions with each partner, focusing on specific themes such as housekeeping or amenities. They enable us to identify critical issues with unpleasant smells, damaged furniture, or missing amenities and then build an action plan, setting the highest standards in the industry.”
Enhancing Limehome's Online Experience
In addition to that, the revenue and distribution team at limehome looked to improve their online customer experience, which led to multiple improvements on their website and third-party booking platforms.
“When advertising our products on websites such as Booking.com, we can easily keep track of our progress, improve our property descriptions and provide more transparency in our services,” says Fiorella Valencia, Channel Distribution Manager at limehome.
“We can then quickly see how our guests respond to these improvements and measure the impact of our actions in Chattermill”.
Watch below to hear Julia Zuber, Senior Customer Insights Manager, accept the award for best CX insights at last year's Chattermill CX Awards, and talk about Chattermill helps make customer insights actionable for Limehome's entire organisation.
Providing Customer Insights to Product Managers
“Chattermill helps us analyse large volumes of customer feedback, concentrate on critical issues, and optimise our products, specifically our website, mobile app and customer portal,” says Aiman Fakia, Team Lead, UI/UX Design at limehome.
“Chattermill helps us inform some of the product decisions we're pursuing and shows us positive feedback from our customers,” says Gaston Vejar, Group Product Manager at limehome.
“We are now reviewing our Chattermill dashboards weekly, monitoring the changes in net sentiment, especially within our online check-in process. It helps our tech team understand our users and shows their work's positive impact on the customer experience, increasing their engagement and motivation.
Fueling Company Growth and Expansion
In addition to product and CX improvements, the expansion team at limehome leverages Chattermill to enhance their business strategy with customer insights to ultimately fuel growth.
“Chattermill is an incredible platform for our Expansion Team that helps us consolidate and analyse our customer feedback more granularly and link it to the specific properties we offer to our guests,” says Daniel Hermann, VP of Expansion at limehome.
“We can understand the impact of the tiniest nuances, such as a balcony, light, or design, on our guest experience and use it to improve the search for our next property. With such a summarised view, I can extract the most critical aspects, better equip the team for any real estate negotiations, or work with construction companies to solve problems.”
The Result
The gratifying result? The number of nights booked at limehome accommodations has increased by 81% between 2021 and 2023. By unifying multiple feedback sources in Chattermill, all of limehome’s teams can see the downstream effects and impact they have on their customers and, ultimately, the whole business.
Only because of that can Limehome be the customer-centric company they are and design a convenient and comfortable experience for guests with a digital-first approach.
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