"To sell amazing experiences, we need to stay closer to our guests, and that’s why everything we do is based on customer feedback. Executives, Product, Customer Support, Operations, and Marketing teams can access Chattermill anytime to make more informed decisions"
Limehome is the leading technologybased 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. With ambitious growth plans and thousands of online reviews each month, Limehome needed to channel the voice of the customer into every department and educate employees and partners on how to build outstanding customer experiences. 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, limehome's 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.”
Providing Customer Insights to Product Managers
Customer feedback is also essential for limehome's Product and UX teams, and Chattermill enables them to comprehend how customers engage with their products online. By reviewing Chattermill's dashboards on a weekly basis, limehome's tech team were able to better understand their users and see the positive impact of their work - which in turn increased their team's engagement and motivation.
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. With a summarised view of the impact of interior nuances on guest experience, limehome's team were better equipped to handle real estate negotiations, and to solve problems with construction companies.
The gratifying result? The number of nights booked at limehome accommodations has increased by 81% between 2021 and 2023.
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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