Rani Croshal
Chief Customer Officer
Rani Croshal leads the global Customer Success organization at Revinate, driving customer retention, growth, and loyalty. With over 20 years of experience building and scaling SaaS and services teams, Rani is passionate about helping customers realize the full potential of technology solutions and designing customer-centric strategies that deliver measurable value and deepen relationships. Outside of work, she enjoys spending time with her family and her dog Kamea, traveling, exploring new cultures, and unwinding with a good book.
Featured articles
Demystifying the Net Promoter Score for Hotels
The Net Promoter Score (NPS) is a simple but powerful metric used to measure guest satisfaction with one question. Created by Bain & Company, NPS is an emotion-based question that asks customers to rate on a scale of 0-10, “How likely are you to recommend this business to a friend or colleague?” It's a great internal indicator of how your hotel is doing. How does Net Promoter Score work? Guests are asked to rate one [...]
Survey best practices 101: The ultimate guide to creating the ideal survey experience
Consumers today are becoming increasingly accustomed to companies asking for feedback. Whether you just paid for coffee and were asked about your experience or you received an email from your credit card company asking for feedback, survey solicitation is becoming a weekly, or even daily, occurrence. With so many businesses striving to tailor their customer experience, feedback is critical to move the needle. In the hospitality industry, guest feedback is absolutely pivotal in creating a [...]
Why Online Reviews are Your Hotel’s Best Social Marketing Tool
Adding guest reviews to your hotel's website has been shown to result in an increase in direct bookings. L2 found in 2014 that hotel brands that featured guest reviews on their websites sent 39% less traffic to unprofitable OTAs by enabling travelers to make purchase decisions without leaving the site. But, reviews do more than just increase on-site conversions. They also increase qualified traffic and boost engagement on your site amongst guests and prospective [...]
Personalize the Guest Experience in 5 Steps
The average guest is bombarded with thousands of marketing messages each day. To break through the noise, hoteliers need to personalize their marketing and guest experience. Guests these days expect personalization. Seventy Eight percent of consumers say they prefer personalization, and 61% say they're even willing to give up a degree of privacy to enable personalization on a continuous basis. Additionally, hoteliers who are not yet personalizing their guest experience and communications are leaving money [...]
Fewer Review Responses Linked to Lower Average Ratings
This is an excerpt of our 2014 Hotel Reputation Benchmark Report, which is designed to provide benchmarking guidelines for hoteliers, so they can assess and improve their own performances. Industry benchmarks are an important tool for hotels to compare their performance to their competitors' and to identify improvements that will have the most impact. With 24,000 hotel customers in 160 countries, Revinate has amassed a lot of data about online reviews. Methodology Revinate performed a [...]
The Guide to Hotel Online Review Sites
Hotel management responses to online reviews are extremely important. But because there are so many different review sites, it can be difficult to keep track of them. Here’s our UPDATED list of the major review sites that allow hotel management responses. We’ve also included instructions on how to obtain the credentials you need to start responding.TripAdvisor® is the world’s largest travel site, and it allows public management responses. To start replying to reviews, you must [...]