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, Senior Customer Insights Manager 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."

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. 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 customers care 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 Across Every Department

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."

The revenue and distribution team at Limehome also 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."

Providing Customer Insights to Product Managers

Customer feedback is also essential for their Product and UX teams, and Chattermill enables them to comprehend how customers engage with their products online.

"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. 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," says Gaston Vejar, Group Product Manager at Limehome.

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."

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.