Limehome Fuels Company Growth with Customer Insights to Become the First Choice in Travel for Everyone

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.

“What we sell are not just products. We sell experiences and memories,” says Julia Zuber, Customer Insights Lead at limehome. “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’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.

Creating 'Surprise and Delight' Moments

It quickly became apparent that all of the insights found in Chattermill could be easily translated into actionable results and delightful experiences.

“We’re using customer feedback to help our guests feel at home and make their stays more enjoyable,” says Julia Zuber, Senior Customer Insights Manager at limehome.

“Now that we’ve learnt what our customers need, we’ve started a number of initiatives to improve their comfort. We’ve exchanged our pillows as we found out many guests complained they were too big. We deliver reusable shampoo bottles and recycling bins because we know our customer scare about sustainability."

"With Chattermill, we can also test our ideas for personal gifts, like a toothbrush or earbuds, as we’ve learnt these are the things that get easily forgotten. We wouldn’t be able to uncover these little things without Chattermill, and they are all priceless for creating unforgettable experiences.”

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”, says 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.”   

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.

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